Customer Service Manager – Airport Customer Experience
American Airlines · Jacksonville
وصف الوظيفة
About the role
American Airlines is seeking a Customer Service Manager to lead the Airport Customer Experience team. You will ensure safe, reliable operations while delivering an elevated experience for passengers and supporting frontline staff.
Key responsibilities
- Drive operational excellence and compliance with DOT, FAA and other regulations.
- Create a supportive environment that celebrates frontline team successes.
- Lead airport staff to perform safely and efficiently.
- Provide exceptional support and coaching to enable superior customer service.
- Promote mutual respect, trust and strong relationships with internal and external customers.
- Assess operational conditions and collaborate across departments to meet scorecard metrics.
- Work extra hours and rotating shifts, including weekends and holidays, as operational needs require.
Required profile
- High School diploma or GED equivalent (minimum).
- Previous airport customer service experience preferred.
- At least 2 years of experience leading others.
- Familiarity with company policies, procedures and functional automation applications.
- Strong employee engagement and inclusive workplace mindset.
- Active listening, critical thinking and performance monitoring abilities.
Required skills
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American Airlines
Jacksonville
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