Customer Service Manager, Airport Workforce Management

About the position The Customer Service Manager (CSM) at American Airlines is responsible for leading and developing front-line team members to ensure a safe and high-performing operation. The CSM will drive operational excellence while delivering exceptional customer service, fostering a culture of safety, teamwork, and respect. This role involves coaching, mentoring, and establishing effective relationships within the team to achieve departmental and company objectives. Responsibilities ? Drive operational excellence while maintaining a safety-conscious environment. , ? Establish team and individual goals aligned with departmental and company objectives. , ? Coach and mentor front-line team members in skill development and customer service. , ? Promote effective relationships within the team that foster compassion and respect. , ? Allocate resources effectively to support operational goals safely. , ? Conduct self-audits and safety engagements to ensure ongoing safety and reliability. , ? Facilitate effective communication among departments to achieve common goals. , ? Coordinate assignments for front-line team members to dynamically work flights at gates. Requirements ? High School diploma or GED equivalency. , ? Previous airport customer service experience preferred. , ? 2 years experience leading others preferred. , ? Knowledge of company policies and procedures and functional automation applications. Nice-to-haves ? Ability to bring out the best performance in the workforce through proactive engagement. , ? Critical thinking ability to identify strengths and weaknesses of solutions. , ? Ability to monitor and assess performance for improvements. , ? Strong decision-making skills. , ? Ability to work independently and collaboratively under demanding conditions. Benefits ? Dental insurance , ? Employee assistance program , ? Flexible spending account , ? Health insurance , ? Pet insurance , ? Vision insurance Apply Job!