Airline Customer Service Manager: Lead & Elevate Crews

American Airlines; Olympia (WA); Remote; USD 55,862 - 76,619; Full time

Benefits offered by this job

Travel perks

Health & wellness

401(k) plan

Additional benefits

Inclusive environment

Job summary

American Airlines in Olympia, WA invites a Customer Service Manager to lead frontline teams, drive safety and service excellence, and foster a customer-centric culture. You’ll coach supervisors, optimize operational processes, and ensure policy adherence while maintaining a welcoming, high-performance environment.

The role requires a bachelor’s degree or GED, strong communication skills, and experience in airport or service leadership.

Qualifications

• Bachelor’s degree or GED equivalency required; experience in customer service is preferred.
• Strong communication and interpersonal skills with proven leadership capabilities.
• Experience in airport or large-scale customer service settings is advantageous.

Responsibilities

• Drive operational excellence while maintaining a safety-aware environment and exceptional customer service.
• Identify and address safety issues and promote crew and customer wellbeing.
• Coach frontline staff; set goals and develop talent to elevate support and culture.
• Foster strong relationships with crew to promote compassion, integrity and respect.
• Allocate resources effectively to meet safety and performance targets.
• Ensure ongoing safety and reliability through self-audits and root-cause analysis.
• Communicate across departments to support collaborative goals.
• Ensure compliance with JCBA and company policies.

Skills

Active listening

Critical questioning

Performance evaluation

Decision making

Independent work

Collaborative work

Prioritization

Urgent execution

Business judgment

Coordination

MS Office

Education

Bachelor’s degree or GED equivalency

Tools

MS Office

Job description

American Airlines in Olympia, WA invites a Customer Service Manager to lead frontline teams, drive safety and service excellence, and foster a customer-centric culture. You’ll coach supervisors, optimize operational processes, and ensure policy adherence while maintaining a welcoming, high-performance environment.

The role requires a bachelor’s degree or GED, strong communication skills, and experience in airport or service leadership.