Customer Service Manager – Control Center

About the role

American Airlines is seeking a Customer Service Manager for its Control Center to lead a frontline team that delivers safe, reliable, and elevated airport experiences. You will champion operational excellence while fostering a supportive environment for team members.

Key responsibilities

• Drive operational excellence and ensure compliance with DOT, FAA, and other regulations.
• Lead and coach frontline staff, promoting a culture of respect, trust, and high performance.
• Provide exceptional support mechanisms that enable superior customer service.
• Develop relationships with internal and external customers, emphasizing compassion and integrity.
• Assess operational conditions and collaborate across departments to meet corporate and local scorecard metrics.
• Work flexible hours, including rotating shifts, weekends, holidays, and extra hours as operational needs dictate.

Required profile

• High School diploma or GED equivalent.
• Previous airport customer service experience preferred.
• At least 2 years of experience leading teams.
• Familiarity with company policies, procedures, and functional automation applications.

Required skills

• Proactive employee engagement and inclusive workplace support.
• Active listening and critical thinking abilities.
• Capability to monitor and assess performance of self, team members, and operations.