American Airlines Customer Service Manager Job

Responsibilities: Drive functional excellence and establish a culture focused on employee performance and recognition. Lead the airport terminal team to accomplish tasks safely, efficiently, and in compliance with regulatory requirements. Provide coaching and support to team members to enhance customer service and company culture. Advise and develop a culture of shared respect and trust among employees. Build and sustain strong relationships with internal and external stakeholders to foster empathy, honesty, reliability, respect, and pride. Deliver leadership and appropriate support structures to empower the team to deliver outstanding results. Assess operational climate and performance to ensure corporate and regulatory scorecards are met through cross‐functional collaboration. Work additional hours as needed to meet operational demands and shift the schedule including weekends, holidays, and days off.

Qualifications: Preferred education and experience: 3+ years of experience directing others in a customer service environment. Knowledge of organizational strategies, techniques, and practical computer applications. Required abilities: Drive high performance through proactive employee engagement and support. Excellent listening and questioning skills. Decisive analytical thinking to assess options and propose solutions. Ability to evaluate own and others' performance and drive continuous improvement. Strong critical thinking and business judgment. Work independently and collaboratively across functions. Manage work under high‐pressure situations. Organize and coordinate activities with cross‐functional teams. Proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook). USPS authorization or ability to obtain it; five‐year U.S. residency required.

Benefits: Medical, Dental, Prescription, and Vision benefits from day one. Wellness programs and resources for a healthy lifestyle. 401(k) plan available upon hire and eligible after one year. Additional benefits including employee assistance, pet insurance, and travel discounts. American Airlines values diversity and offers inclusive, respectful workplaces. Join a team that serves a global community while growing your career.