Airline Customer Service Manager — Safety & Service Lead

American Airlines; Frankfort (KY); Remote; USD 27,552 - 41,328; Full time

Benefits offered by this job

Travel perks

Health benefits

Well-being programs

401(k) Plan

Employee discounts

Job summary

American Airlines in Frankfort, KY is seeking a Customer Service Manager to lead operational excellence and a safety‑conscious customer service team.

The role requires a high school diploma (GED accepted) and at least 2 years in related roles, with preferred airport experience. Candidates should be adept at coaching staff, upholding company values, and collaborating across departments.

Qualifications

• High school diploma or GED required.
• Preferred airport customer service experience.
• Minimum of 2 years related experience.
• Familiarity with agency policies and common automation packages.

Responsibilities

• Drive operational excellence while maintaining a safety‑conscious environment and customer service focus.
• Act as a safety advocate and address concerns.
• Coach and mentor frontline team members in service and culture behaviors.
• Foster respectful relationships with crew and staff.
• Allocate resources to meet goals safely.
• Conduct self‑audits and investigations to maintain safety and reliability.
• Communicate across departments to align on goals.
• Ensure adherence to the Joint Collective Bargaining Agreement.

Skills

Active listening

Critical thinking

Decision making

Self‑assessment

Work under pressure

Education

High school diploma or GED

Tools

Microsoft Office

Job description

American Airlines in Frankfort, KY is seeking a Customer Service Manager to lead operational excellence and a safety‑conscious customer service team.

The role requires a high school diploma (GED accepted) and at least 2 years in related roles, with preferred airport experience. Candidates should be adept at coaching staff, upholding company values, and collaborating across departments.