Customer Service Manager, Airport Workforce Management

About the position

The Customer Service Manager (CSM) at American Airlines is responsible for leading and developing front-line team members to ensure a safe and high-performing operation. The CSM will drive operational excellence while delivering exceptional customer service, fostering a culture of safety, teamwork, and respect. This role involves coaching, mentoring, and establishing effective relationships within the team to achieve departmental and company objectives.

Responsibilities
? Drive operational excellence while maintaining a safety-conscious environment.
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? Establish team and individual goals aligned with departmental and company objectives.
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? Coach and mentor front-line team members in skill development and customer service.
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? Promote effective relationships within the team that foster compassion and respect.
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? Allocate resources effectively to support operational goals safely.
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? Conduct self-audits and safety engagements to ensure ongoing safety and reliability.
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? Facilitate effective communication among departments to achieve common goals.
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? Coordinate assignments for front-line team members to dynamically work flights at gates.

Requirements
? High School diploma or GED equivalency.
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? Previous airport customer service experience preferred.
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? 2 years experience leading others preferred.
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? Knowledge of company policies and procedures and functional automation applications.

Nice-to-haves
? Ability to bring out the best performance in the workforce through proactive engagement.
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? Critical thinking ability to identify strengths and weaknesses of solutions.
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? Ability to monitor and assess performance for improvements.
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? Strong decision-making skills.
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? Ability to work independently and collaboratively under demanding conditions.

Benefits
? Dental insurance
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? Employee assistance program
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? Flexible spending account
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? Health insurance
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? Pet insurance
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? Vision insurance

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