Customer Service Manager, Trinidad and Tobago POS

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Customer Service Managers (CSM) are responsible for ensuring a high performing operation by leading, engaging, coaching and developing front-line team members. They support their teams efforts to create a safe, reliable operation while delivering an elevated customer experience.

• Drive operational excellence
• Manage and integrate all areas of flight operations including customer service, ramp, baggage, catering, security, etc
• Lead airport team to perform their work in a safe, efficient manner and in compliance with state and local regulations including DOT, FAA and other local government agencies
• Create an environment that cares for our frontline team members and celebrates the team successes
• Provide frontline team exceptional support through a variety of mechanisms in order for them to deliver superior customer service
• Coach and mentor frontline team members in skill development, customer service elevation and company culture behaviors
• Promote an environment of mutual respect and trust between frontline team members
• Establish and promote effective relationships with external and internal customer base that fosters compassion, authenticity, integrity, respect and dignity
• Builds effective alliances and partnerships with internal and external stakeholders
• Provide the direction and appropriate support structure using effective resources to enable the team to deliver high performance
• Assess operational environment and conditions to ensure corporate and local scorecard metrics are fulfilled through collaboration across departments and levels
• May initiate or authorize employee hire, promotion, discharge, or transfer
• Performs other duties and project work as requested

Minimum Qualifications- Education & Prior Job Experience

• 3 years experience in airport operations or related field
• College degree or equivalent experience required
• Strong managerial skills
• Previous supervisory experience and knowledge of budgeting, policies, and procedures related to airport operations desired
• Familiarity with functional area
• Strong people, leadership and communication skills
• Knowledge of Microsoft Office to include Word, Excel, PowerPoint, etc
• Ability to manage non-management and contract labor work groups
• Ability to handle multiple responsibilities concurrently
• Must be able to read, write, fluently speak, and understand Spanish and English languages
• May be required to work rotating shifts
• Must fulfill criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA)
• Must be able to secure appropriate airport authority and/or Customs security badges

Skills, Licenses & Certifications

• Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment
• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate
• Leadership - Leads by example Establishes an open, working relationship with frontline Managers and contracted personnel through professionalism, authenticity, trust, respect, integrity and ethical behavior Understands, instills and promotes the corporate culture
• Monitoring/Assessing performance of self, team members and the operation to make improvements or take corrective action
• Customer Focus: the post holder will earn customer loyalty by enhancing the customers’ experience and appreciating their needs
• Critical Thinking - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Effective Communication - Executes exceptional oral and written communication skills. Ability to engage in meaningful dialogue and active listening. Delivers corporate messages across all workgroups. Collaborates across departments, business units, vendors and contractors
• Planning and Organizing - Plans, directs, coordinates and prioritizes airport activities as it pertains to running a safe and efficient airline operation. Able to anticipate change, adapt and make the necessary adjustments with authority
• Operational Aptitude-Assesses and deploys the appropriate resources when and where needed to optimize station performance. Monitors, reviews and reports station performance statistics. Understands the complexities of safety, compliance, and regulatory standards associated with flight operations

Feel free to take advantage of all that American Airlines has to offer: 

• 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 benefits to help you stay well. 
• 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.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.