Airport Customer Experience Leader

American Airlines; Pittsburgh (Allegheny County); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Travel Perks

Health Benefits

Wellness Programs

401(k) Program

Job summary

American Airlines is seeking a Customer Service Manager at Pittsburgh International Airport to lead front-line teams, drive safe, reliable operations and deliver an elevated customer experience. This role requires strong leadership and knowledge of regulations, with collaboration across departments.

Expect rotating shifts, including weekends and holidays, and opportunities like travel perks and health benefits.

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.
• USPS clearance or ability to obtain USPS clearance.
• Ability to fulfill FAA criminal background checks for SIDA access.
• Applicable valid driver's license as required by local authorities.

Responsibilities

• Drives operational excellence.
• Creates an environment that cares for frontline team members and celebrates team successes.
• Leads airport team to perform work in a safe, efficient manner and in compliance with regulations.
• Provides frontline team exceptional support to deliver superior customer service.
• Coaches and mentors frontline team in skill development and company culture behaviors.
• Establishes effective relationships with internal and external customers.
• Ensures scorecard metrics are met through cross-department collaboration.
• Ability to work extra hours and rotating shifts including weekends and holidays.

Skills

Frontline leadership

Customer service

Communication

Safety & compliance

Critical thinking

Decision making

Team collaboration

Microsoft Office

USPS clearance

FAA background checks

Education

High School diploma or GED equivalency

Tools

Microsoft Office

Job description

American Airlines is seeking a Customer Service Manager at Pittsburgh International Airport to lead front-line teams, drive safe, reliable operations and deliver an elevated customer experience. This role requires strong leadership and knowledge of regulations, with collaboration across departments.

Expect rotating shifts, including weekends and holidays, and opportunities like travel perks and health benefits.