Airport Customer Experience Leader

American Airlines; Dallas (TX); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Travel Perks

Health Benefits

Wellness Programs

401(k) Program

Additional Benefits

Job summary

American Airlines in Dallas/Fort Worth seeks a seasoned Customer Service Manager to lead the Airport Customer Experience Administration at DFW. You will drive safety, high-performance operations, and an outstanding customer experience while coaching frontline staff and aligning with JCBA and corporate policies.

In this role, you will develop teams, monitor performance, and deliver local reporting within the Airports Team of the Customer Experience Division, contributing to a reliable,

Qualifications

• High School diploma or GED equivalency.
• Previous airport customer service experience.
• 2 years experience leading others.
• Knowledge of company policies and procedures and functional automation applications.
• Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment.
• Ability to actively listen, understand others, and ask questions as appropriate.
• Critical thinking ability to identify strengths and weaknesses of solutions.
• Ability to monitor and assess performance and take corrective action.
• Strong decision-making skills.
• Ability to work independently or collaboratively.
• Ability to work under demanding operational conditions.
• Ability to prioritize and execute with urgency and precision.
• Ability to use sound business judgment to resolve issues with internal and external customers.
• Coordinate station activities with multi-functional departments and agencies to ensure safe, efficient operation.
• Knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook).
• USPS clearance or ability to obtain USPS clearance with residency requirements.
• Ability to fulfill FAA background checks for SIDA access, if applicable.
• Valid driver’s license as required by local authorities, if applicable.
• Ability to work extra hours and rotate weekends/holidays.

Responsibilities

• Drives operational excellence while maintaining a safety-conscious environment and delivering exceptional customer service.
• Be a safety advocate and address safety concerns as needed.
• Set team and individual goals; coach and mentor frontline team members.
• Foster relationships with team members built on compassion, authenticity, integrity, respect and dignity.
• Allocate resources and support teams to achieve operational goals safely.
• Ensure ongoing safety and reliability through self-audits and investigations.
• Promote communication among departments to work toward common goals.
• Adhere to JCBA and corporate policies and procedures.
• Embrace core values: Passion, commitment, efficiency, reliability, optimism, honesty, positivity, loyalty.
• Analyze station data to improve scheduling, training and performance.
• Conduct lost time conversations.
• Understand corporate initiatives and apply them locally (One team, One Turn metrics).
• Learn and apply union contract rules in interactions with staff and union leaders.
• Produce local reporting based on station leadership needs.

Job description

American Airlines in Dallas/Fort Worth seeks a seasoned Customer Service Manager to lead the Airport Customer Experience Administration at DFW. You will drive safety, high-performance operations, and an outstanding customer experience while coaching frontline staff and aligning with JCBA and corporate policies.

In this role, you will develop teams, monitor performance, and deliver local reporting within the Airports Team of the Customer Experience Division, contributing to a reliable,