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.

As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

• 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 English language.

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.