Airline Customer Service Manager - Remote Leadership

American Airlines; Lansing (MI); Remote; USD 28,000 - 41,000; Full time

Job summary

Delta Airlines seeks a Customer Service Manager to lead front-line teams, ensure safe, reliable operations and deliver exceptional customer experiences across the airport. The role emphasizes security, training, mentoring, and coordination with other departments in a dynamic, fast-paced environment.

Responsibilities include setting goals, managing resources, and guiding staff through company policies while upholding core values and ensuring stakeholder alignment with operational objectives.

Qualifications

• Bachelor's degree required.
• Experience in customer service leadership preferred.

Responsibilities

• Be a security advocate: find security issues and fix them as needed.
• Create team and individual goals in support of department and company goals; Coaches and mentors team members in skill development, customer service improvement, and corporate culture practices.
• Builds and fosters effective relationships with team members that promote empathy, fairness, integrity, respect and dignity.
• Effectively allocates resources and provides appropriate support to enable team members to successfully achieve operational goals.
• Ensure the continued security and reliability of our services by conducting independent audits, audits, root cause investigations and other security related activities.
• Promote effective communication between departments to motivate our team members to work together to achieve common goals.
• Familiarity with the Collective Bargaining Agreement (JCBA) and ensuring team members follow company policies/procedures.
• Embrace the core values: (Hardship, Devotion, Efficiency, Reliance, Reliance, Hope, Honesty, Prosperity and Loyalty)
• Manage escalated service issues and see your team when issues arise
• Communicate key business and regional insights to frontline leaders effectively and efficiently.
• Set expectations and make sure team members understand why the orientation is/is important.
• Ability to learn and apply individual contract rules/regulations in day-to-day discussions with frontline team members and regional team leaders.

Skills

Customer service

Leadership

Team mentoring

Education

Bachelor's Degree

Job description

Delta Airlines seeks a Customer Service Manager to lead front-line teams, ensure safe, reliable operations and deliver exceptional customer experiences across the airport. The role emphasizes security, training, mentoring, and coordination with other departments in a dynamic, fast-paced environment.

Responsibilities include setting goals, managing resources, and guiding staff through company policies while upholding core values and ensuring stakeholder alignment with operational objectives.