Airport Customer Experience Leader & Frontline Coach

American Airlines Inc.; Atlanta (GA); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k) program

Employee discounts

Job summary

American Airlines, Inc. is seeking a Customer Service Manager for Airport Customer Experience at ATL. You will lead the frontline team, drive operational excellence, coach staff, and ensure safe, compliant operations while delivering an elevated customer experience.

You will manage relationships with internal and external customers, foster a respectful culture, and support a high-performing, inclusive team in a fast-paced airport environment.

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.

Responsibilities

• Drives operational excellence.
• Creates an environment that cares for frontline team members and celebrates team successes.
• Leads airport team to perform their work in a safe, efficient manner and in compliance with Federal, state and local regulations including DOT, FAA and other government agencies.
• Provides frontline team exceptional support through a variety of mechanisms to deliver superior customer service.
• Coaches and mentors frontline team members in skill development and company culture behaviors.
• Establishes and promotes effective relationships with external and internal customers.
• Provides direction and appropriate support structure to enable the team to deliver high performance.
• Collaborates across departments to meet scorecard metrics.

Skills

Employee engagement

Active listening

Critical thinking

Decision making

Independence

Teamwork

Prioritization

Customer service

Communication

Education

High School diploma or GED

Tools

Automation apps

MS Office

Job description

American Airlines, Inc. is seeking a Customer Service Manager for Airport Customer Experience at ATL. You will lead the frontline team, drive operational excellence, coach staff, and ensure safe, compliant operations while delivering an elevated customer experience.

You will manage relationships with internal and external customers, foster a respectful culture, and support a high-performing, inclusive team in a fast-paced airport environment.