Join the American Airlines Family and Elevate Your Career Are you ready to embark on a journey of growth, both professionally and personally? American Airlines invites you to be part of our dynamic team, where you'll have the opportunity to explore new horizons, develop your skills, and become the best version of yourself. As a Customer Service Manager at American Airlines, you'll be part of a prestigious team that values flexibility, hard work, and a passion for delivering exceptional customer experiences. Why You'll Love This Role We're seeking a goal-oriented Customer Service Manager who is eager to enhance their experience, knowledge, and network within our organization. Our leadership program is designed to help you develop into the best leader you can be within the American Airlines association. As a Customer Service Manager, you'll be responsible for ensuring a safe, high-performing operation by leading, engaging, training, and developing our frontline colleagues. This role is part of the Airports Group within the Customer Experience Division, and you'll have the opportunity to make a meaningful impact on our customers' experiences. You'll be empowered by a fast-paced, dynamic environment that is passionate about safety, teamwork, leadership, and delivering quality products to our customers, frontline colleagues, and vendors. Key Responsibilities Drive operational excellence while maintaining a safety-conscious environment that promotes end-to-end exceptional customer care, resulting in employee and customer safety and well-being. Be a safety advocate: Identify safety concerns and address them on a case-by-case basis. Establish team and individual goals that support departmental and company targets; Mentor and coach frontline colleagues in skill development, customer care excellence, and company culture behaviors. Foster effective relationships with colleagues that promote empathy, authenticity, trustworthiness, respect, and pride. Effectively allocate resources and provide suitable support to enable teams to achieve operational goals in a safe manner. Ensure the continuous safety and reliability of our operation by conducting self-audits, observations, root cause analyses, and other related safety engagements. Promote effective communication among departments to engage our team in working together to achieve shared objectives. Knowledge of Joint Collective Bargaining Agreement (JCBA) and ensure colleagues adhere to corporate policy/procedure. Embody the core values: Energy, accountability, productivity, reliability, trustworthiness, good faith, genuineness, motivation, and dependability. Manage elevated service issues and be visible to your colleagues when issues arise. Communicate key corporate and local information to frontline leaders in an efficient and effective manner. Set expectations and ensure colleagues understand the rationale behind the focus/criticality. Ability to learn and apply association contract rules/regulations in daily interactions with frontline colleagues and local association leaders. Essential and Preferred Qualifications Preferred Capabilities, Education, and Previous Professional Training Bachelor's degree. Previous airport customer service experience. 3 years of experience leading others. Knowledge of company policies and procedures and functional automation applications. Skills, Licenses, and Certifications Ability to elicit the best performance from the workforce through proactive employee engagement and support for an inclusive workspace. Ability to effectively listen - focusing on what others are saying, taking time to understand the points being made, asking questions as appropriate. Decisive reasoning - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems. Ability to monitor and assess performance of self, colleagues, and the operation to make improvements or take corrective action. Strong problem-solving skills. Ability to work independently as well as collaboratively. Ability to work under demanding operational circumstances. Ability to prioritize and execute with a sense of urgency and accuracy. Ability to use sound business judgment to resolve issues with internal and external customers. Ability to coordinate station activities and collaborate with multi-functional departments and offices to ensure essential requirements are met for a safe, efficient, on-time operation. Knowledge of Microsoft Office, including Word, Excel, PowerPoint, Outlook, etc. Has USPS clearance or the ability to obtain USPS clearance. USPS has a five-year US residency requirement. Ability to work additional hours when there are operational requirements. Ability to work rotating shifts, including weekends, holidays, and days off. What You'll Get At American Airlines, we offer a comprehensive benefits package that includes: Medical Benefits: On your first day, you'll have access to your health, dental, prescription, and vision benefits to help you stay healthy. We also offer virtual doctor visits, flexible spending accounts, and more. Wellness Programs: We believe you should be your best self - that's why our wellness programs provide you with the right tools, resources, and support you need. 401(k) Program: Available upon hire, and, depending on the workgroup, employer contributions to your 401(k) program are available after one year. Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, rental cars, travel, and more. Be Yourself at American Airlines From the colleagues we hire to the customers we serve, care and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our colleagues to our customers, suppliers, communities, and shareholders, helping colleagues reach their full potential and creating an inclusive workplace that addresses and exceeds the needs of our diverse world. Ready to Make a Difference? If you're ready to feel a tremendous sense of pride and fulfillment as you do your part to keep the world's largest carrier running smoothly as we care for people on life's journey, then be yourself at American Airlines. Join our team and be part of a legacy that values diversity, inclusivity, and exceptional customer experiences. Apply Now! Apply for this job