Customer Service Manager, Airport Workforce Management

Customer Service Manager, Airport Workforce Management

Location : Charlotte / Douglas Intl Apt (CLT-TRML) Cities : Charlotte - NC, Miami - FL, Phoenix - AZ

This job will continue to be posted until at least 12 / 5 / 2025. If interested, please apply prior to this date.

Why You'll Love This Job

American is looking for a goal-oriented Customer Service Manager (CSM) who wants to elevate their experience, knowledge, and network within the company. With our leadership program, you will be able to develop yourself to be the best leader you want to be in the American organization.

CSMs must ensure a safe, high performing operation by leading, engaging, coaching and developing the front-line team members. You will be supporting your teams' effort by creating a safe, reliable operation while delivering an exceptional customer experience.

Also, being energized by a fast-paced dynamic environment and passionate about safety, teamwork, leadership, and delivering a quality product to our customers, front-line, and vendors.

CSMs must enable an environment that develops our front-line team members and fosters mutual respect, trust, responsibility, and core values while connecting people and improving lives during our day-to-day operation.

This job is a member of the Domestic Airports Team within the Customer Experience Division

Position locations Charlotte, NC, Miami, FL, Phoenix, AZ

What You'll Do

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).

Ability to solve complex staffing issues with minimal oversight.

Strong communicator with all levels of the operation.

Can manage multiple software programs at the same time to quickly analyze the operation and determine best course of action throughout the day.

Coordinate assignments for frontline team members to dynamically work flights at gates.

Utilizes GS Realtime and other programs (i.e. Prime, GETNG, SABRE) to identify and grant day of overtime, provide staffing inputs and tour reports.

Being proactive and efficient with time management.

Ability to work extra hours when there are operational needs.

Ability to work rotating shifts including weekends, holidays and days-off.

All You'll Need For Success

Minimum Qualifications- Education & Prior Job Experience :

• High School diploma or GED Equivalency

Preferred Qualifications- Education & Prior Job Experience :

Skills, Licenses & Certifications :

What You'll Get

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

Feel Free To Be Yourself At American

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.