Experienced Customer Service Manager - Lead Exceptional Client Experiences at American Airlines

Join the American Airlines Family: Elevate Your Career and Explore Endless Opportunities

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 develop your skills, expand your horizons, and become the best version of yourself. As a Customer Service Manager, you'll play a pivotal role in driving operational excellence, fostering a culture of safety, and delivering extraordinary client experiences.

Why You'll Love This Role

At American Airlines, we're seeking a goal-oriented Customer Service Manager who is passionate about elevating their expertise, knowledge, and network within the organization. Our leadership program is designed to help you develop into the best leader you can be, and as a Customer Service Manager, you'll have the opportunity to drive frontline colleagues to achieve exceptional results.

As a Customer Service Manager, you'll be responsible for creating a safe, high-performing environment that prioritizes employee and customer well-being. You'll lead, engage, train, and develop frontline colleagues to deliver outstanding client experiences, while fostering a culture of mutual respect, trust, and accountability.

Key Responsibilities

• Drive Operational Excellence: Ensure a safe and secure environment that promotes end-to-end exceptional client care, resulting in employee and customer safety and well-being.
• Be a Safety Advocate: Identify and address safety concerns on a case-by-case basis, and lead safety initiatives to promote a culture of safety.
• Lead and Develop Frontline Colleagues: Establish team and individual goals that support departmental and organizational targets, and mentor and coach frontline colleagues in skill development, client care excellence, and company culture behaviors.
• Foster Effective Relationships: Establish and promote effective associations with colleagues that foster empathy, genuineness, trustworthiness, respect, and pride.
• Manage Resources Effectively: Allocate resources and provide suitable support to enable teams to achieve operational goals in a safe and efficient manner.
• Ensure Continuous Safety and Reliability: Conduct self-reviews, observations, root cause analyses, and other related safety initiatives to ensure the ongoing safety and reliability of our operation.
• Promote Effective Communication: Facilitate effective communication among departments to engage our team in achieving shared objectives.
• Manage Elevated Service Issues: Oversee elevated service issues and be visible to your colleagues when issues arise.
• Communicate Key Information: Convey key corporate and local information to frontline leaders in an efficient and effective manner, and set expectations and ensure colleagues understand the rationale behind the focus/criticality.

Essential and Preferred Qualifications

Essential Qualifications:

• Bachelor's Degree
• 3+ years of experience leading others
• Knowledge of company policies and procedures, and functional automation applications
• Ability to work in a fast-paced environment and prioritize tasks effectively
Ability to work rotating shifts, including weekends, holidays, and days off

Preferred Qualifications:

• Previous airport customer service experience
• Knowledge of Joint Collective Bargaining Agreement (JCBA)
• Experience working in a unionized environment

Skills and Competencies Required for Success

• Leadership and Team Management: Ability to draw out the best performance in the workforce through proactive employee engagement and support for an inclusive workplace.
• Effective Communication: Ability to listen actively, understand the points being made, and ask questions as appropriate.
• Decisive Thinking: Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Problem-Solving: Strong problem-solving skills, with the ability to work independently and collaboratively.
• Business Acumen: Ability to use sound business judgment to resolve issues with internal and external customers.
• Technical Skills: Knowledge of Microsoft Office, including Word, Excel, PowerPoint, and Outlook.

Career Growth Opportunities and Learning Benefits

At American Airlines, we're committed to helping you grow and develop your skills. As a Customer Service Manager, you'll have access to our leadership development programs, training, and mentorship opportunities to help you advance your career.

Work Environment and Company Culture Highlights

We're proud of our diverse and inclusive workplace culture, where everyone is encouraged to be their authentic selves. Our 20+ Employee Business Resource Groups are dedicated to connecting our colleagues to our customers, suppliers, communities, and shareholders, and fostering an inclusive environment that values and respects everyone.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• $25/hour salary
• Medical benefits, including virtual doctor visits and flexible spending accounts
• Health projects and wellness programs to support your overall well-being
• 401(k) program with employer contributions available after one year
• Additional benefits, including Employee Assistance Program, pet insurance, and discounts on hotels, rental cars, and travel

Join Our Team and Make a Difference

If you're passionate about delivering exceptional client experiences, leading high-performing teams, and driving operational excellence, we want to hear from you. Apply now to join our dynamic team at American Airlines and take the first step towards a rewarding and fulfilling career.

From the colleagues we hire to the customers we serve, care and diversity are the foundation of our unique workforce at American Airlines. We're committed to creating an inclusive environment that values and respects everyone, and we're excited to have you join our team.

Ready to take the next step? Apply now and become part of the American Airlines family!