Airport Customer Experience Manager

American Airlines; Los Angeles (CA); On-site; USD 98,000 - 134,000; Full time

Benefits offered by this job

Travel Perks

Health Benefits

Wellness Programs

401(k) Program

Employee discounts on travel

Job summary

American Airlines is seeking a Customer Service Manager to lead the Hubs and Gateways team within the Customer Experience Division in Los Angeles. You will oversee day-to-day operations at the ticket counter and gate activity, ensuring safety, efficiency, and excellent customer service while managing staffing and budget considerations.

Ideal candidates bring a Bachelor's degree in business management and at least three years of supervisory airline experience, plus strong leadership, analytical,

Qualifications

• Bachelor's degree in Business Management or relevant field or equivalent experience/training.
• 3 years' work experience in Airline Customer Service supervisory.
• Strong leadership, analytical and organizational capabilities.

Responsibilities

• Oversees day to day customer service operations including oversight of the ticket counter and gate activity in multiple facilities
• Ensures efficient use of resources to achieve operational performance targets
• Enforces all company and departmental procedures including safety and security
• Reviews staffing requirements and bid schedules for all employees
• Communicates procedural changes to Customer Service Managers and frontline employees ensuring compliance
• Monitors and analyzes trends to achieve on time performance
• Mentors and develops employees
• Identifies areas which require improvement
• Develops and implements processes to achieve improved efficiency and productivity
• Enhances vendor relations and ensures contractual obligations are performed
• Ensures all internal audit requirements are in compliance
• Develops an annual expense plan and monitors the budget
• Assists with interviews and selection of CSMs/Customer Service Supervisors
• Ability to work rotating shifts including nights, weekends and holidays
• Complete other duties as required

Skills

Leadership

Analytical skills

Multi-tasking

Delegation

Organizational skills

Education

Bachelor's degree in Business Management or relevant field

Tools

Microsoft Office

Job description

American Airlines is seeking a Customer Service Manager to lead the Hubs and Gateways team within the Customer Experience Division in Los Angeles. You will oversee day-to-day operations at the ticket counter and gate activity, ensuring safety, efficiency, and excellent customer service while managing staffing and budget considerations.

Ideal candidates bring a Bachelor's degree in business management and at least three years of supervisory airline experience, plus strong leadership, analytical,