American Airlines · 10 hours ago
Customer Service Manager, Airport Customer Experience Administration
New York, NY
Full-time
Onsite
Entry, Mid Level
$50K/yr - $84K/yr
2+ years expAmerican Airlines is a leading airline company seeking a goal-oriented Customer Service Manager to enhance the customer experience at airports. The role involves leading and developing front-line team members while ensuring a safe and high-performing operation that delivers exceptional customer service.
AerospaceAutomotiveTransportationTravel
No H1B
U.S. Citizen Only
Responsibilities
Drives operational excellence while keeping a safety-conscious environment that promotes end-to-end exceptional customer service, resulting in employee and customer safety and well-being
Be a safety advocate: Look for safety concerns and address them as needed
Establish team and individual goals in support of departmental and company objectives; Coaches and mentors frontline team members in skill development, customer service elevation and company culture behaviors
Establishes and promotes effective relationships with team members that fosters compassion, authenticity, integrity, respect and dignity
Effectively allocates resources and provides appropriate support to enable teams to deliver on operational goals in a safe manner
Ensure the ongoing safety and reliability of our operation by conducting self-audits, observations, root cause investigations and other related safety engagements
Promote effective communication among departments to engage our team to work together to achieve common goals
Familiarity with Joint Collective Bargaining Agreement (JCBA) and ensure team members adhere to corporate policy/procedure
Embrace the core values: (Passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty)
Analyze station specific data on a regular basis to improve scheduling, training and overall station performance
Conduct lost time conversations
Understand corporate initiatives and how they apply to the local station (e.g. One team, One Turn metrics)
Ability to learn and apply union contract rules/regs in interactions with frontline team members and local union leaders
Produce local reporting based on station leadership needs
Qualification
Required
High School diploma or GED equivalency
Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment
Ability to actively listen - giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate
Critical thinking ability - 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, team members and the operation to make improvements or take corrective action
Strong decision-making skills
Ability to work independently as well as collaboratively
Ability to work under demanding operational conditions
Ability to prioritize and execute with a sense of urgency and preciseness
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 agencies to ensure essential needs are met for a safe, efficient, on-time operation
Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc
Has USPS clearance or the ability to obtain USPS clearance. USPS has a five-year United States residency requirement
Ability to fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
Applicable valid driver's license as required by local authorities, if applicable
Ability to work extra hours when there are operational needs
Ability to work rotating shifts including weekends, holidays and days-off
Preferred
Previous airport customer service experience
2 years' experience leading others
Knowledge of company policies, procedures, and functional automation applications
Benefits
Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all 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, cars, cruises and more
Company
American Airlines
American Airlines is an airline company that operates a diverse fleet of aircraft, including narrow-body and wide-body jets. It is a sub-organization of American Airlines.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$1B2023-11-17Post Ipo Debt· $250M
2023-02-08Post Ipo Debt· $750M
2015-01-01Post Ipo Equity
Leadership Team
Doug Parker
Chairman and former CEO at American Airlines
David Seymour
Chief Operating Officer
Recent News
legacy.thefly.com
2026-01-22
2026-01-16
Company data provided by crunchbase