Customer Service Manager, Airport Ramp Operations

About the Role

American Airlines is seeking a goal-oriented Customer Service Manager (CSM) to elevate experience, knowledge, and network within the company. Through our leadership program, you will develop into the best leader you aspire to be within the American organization. CSMs are responsible for ensuring a safe, high-performing operation by leading, engaging, coaching, and developing front-line team members. You will support your teams in creating a safe, reliable operation while delivering an exceptional customer experience. This role is ideal for individuals energized by a fast-paced, dynamic environment and passionate about safety, teamwork, leadership, and delivering a quality product to customers, front-line staff, and vendors. CSMs are expected to foster an environment that develops front-line team members and upholds mutual respect, trust, responsibility, and core values, connecting people and improving lives daily.

This position is part of the Airports Team within the Customer Experience Division. The pay range for this role is $50,000 to $84,000, depending on qualifications and experience.

What You'll Do

• Drives operational excellence with a strong safety-conscious environment to promote end-to-end exceptional customer service, ensuring employee and customer safety and well-being.
• Acts as a safety advocate, identifying and addressing safety concerns as needed.
• Establishes team and individual goals to support departmental and company objectives; coaches and mentors frontline team members in skill development, customer service enhancement, and company culture behaviors.
• Promotes effective relationships with team members, fostering compassion, authenticity, integrity, respect, and dignity.
• Effectively allocates resources and provides appropriate support to enable teams to meet operational goals safely.
• Ensures ongoing safety and reliability of operations through self-audits, observations, root cause investigations, and other safety engagements.
• Promotes effective inter-departmental communication to engage the team in achieving common goals.
• Maintains familiarity with the Joint Collective Bargaining Agreement (JCBA) and ensures team adherence to corporate policy and procedures.
• Embraces core values: Passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty.
• Manages escalated service issues and remains visible to the team during problem resolution.
• Delivers key corporate and local information to frontline leaders efficiently and effectively, setting expectations and ensuring understanding of critical information.
• Learns and applies union contract rules and regulations in daily interactions with frontline team members and local union leaders.

Minimum Qualifications

• High School diploma or GED Equivalency

Preferred Qualifications

• Previous airport customer service experience
• 2 years of experience leading others
• Knowledge of company policies, procedures, and functional automation applications

Skills, Licenses & Certifications

• Ability to elicit peak performance through proactive employee engagement and support for an inclusive environment.
• Active listening skills: attentive to others, understanding points, asking clarifying questions.
• Critical thinking: logical reasoning to identify strengths and weaknesses of solutions.
• Performance monitoring and assessment of self, team, and operations for improvement.
• Strong decision-making abilities.
• Ability to work independently and collaboratively.
• Ability to perform under demanding operational conditions.
• Prioritization and execution with urgency and precision.
• Sound business judgment for resolving customer issues.
• Coordination of station activities and collaboration with multi-functional departments and agencies for safe, efficient, on-time operations.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Must possess or be able to obtain USPS clearance (requires five-year U.S. residency).
• Valid driver's license.
• Ability to qualify for (SIDA) badge.
• Willingness to work extra hours during operational needs.
• Availability to work rotating shifts, including weekends, holidays, and days off.

Key skills/competency

• Customer Service Management
• Airport Operations
• Team Leadership
• Safety Management
• Operational Excellence
• Employee Engagement
• Customer Experience
• Problem Solving
• Decision Making
• Communication Skills