Airport Customer Experience Manager

American Airlines; Philadelphia (Philadelphia County); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Travel Perks

Health Benefits

Wellness Programs

401(k) Program

Additional Benefits

Job summary

American Airlines in Philadelphia is seeking a Customer Service Supervisor to manage daily operations at PHL, oversee ticket counter and gate activity, and ensure efficient use of resources to achieve performance targets.

The role requires a BS in Business Management or equivalent experience, plus 3 years of supervisory airline customer service experience. FAA background checks may be needed; driver’s license is required where applicable.

Qualifications

• Bachelor’s degree in Business Management or equivalent experience or training.
• Minimum of 3 years’ work experience in airline customer service supervisory roles.
• Strong analytical and leadership capabilities are required.

Responsibilities

• Oversee daily customer service operations including ticket counter and gate activity.
• Ensure resources are used efficiently to meet performance targets.
• Enforce company and department procedures including safety and security.
• Review staffing requirements and bid schedules for employees.
• Communicate procedural changes to managers and frontline staff.
• Monitor trends to achieve on-time performance and drive improvements.
• Mentor and develop employees; identify areas for improvement.
• Develop and implement processes to improve efficiency and productivity.

Skills

MS Office

Analytical skills

Leadership

Multi-tasking

Delegation

FAA background checks

Driver's license

Education

Bachelor’s Degree in Business Management

Tools

Microsoft Office

Job description

American Airlines in Philadelphia is seeking a Customer Service Supervisor to manage daily operations at PHL, oversee ticket counter and gate activity, and ensure efficient use of resources to achieve performance targets.

The role requires a BS in Business Management or equivalent experience, plus 3 years of supervisory airline customer service experience. FAA background checks may be needed; driver’s license is required where applicable.