Airport Customer Service Manager: Lead Safety & Operations

American Airlines; Pierre (SD); Remote; USD 27,552 - 41,328; Full time

Job summary

American Airlines is seeking a Customer Service Manager in Pierre, SD, guiding frontline team members to deliver safe, high‑quality customer support within the U.S. Airports group of the Customer Experience department.

The role emphasizes coaching, development, and strong cross‑functional collaboration. Requirements include a bachelor's or GED equivalency, 2+ years of supervisory experience, and proficiency with Microsoft Office; USPS clearance or willingness to obtain clearance is required.

Qualifications

• Bachelor’s degree or GED equivalency.
• Prior airport customer service experience.
• Minimum 2 years of supervisory experience.
• Knowledge of company policies, procedures, and workforce automation applications.
• Strong written and verbal communication skills.
• Active listening and critical questioning abilities.
• Capacity to analyze and decide under high pressure.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).
• USPS clearance or willingness to obtain USPS clearance (5-year U.S. residency requirement).
• Capacity to work independently and collaboratively; manage multiple tasks simultaneously.

Responsibilities

• Maintain a safe, high-performance environment that promotes outstanding customer service while ensuring employee and passenger safety and well-being.
• Identify and address safety concerns and act as the safety advocate for the team.
• Set team goals aligned with departmental and business objectives; coach and mentor frontline associates on talent development, customer support, and company culture.
• Build and maintain strong relationships with crew and associates that foster respect, empathy, integrity, and customer focus.
• Allocate resources and provide the necessary support to help teams deliver on operational goals safely.

Skills

Written and verbal communication

Active listening

Critical questioning

High pressure decision making

USPS clearance

Education

Bachelor’s degree or GED equivalency

Tools

Microsoft Office

Job description

American Airlines is seeking a Customer Service Manager in Pierre, SD, guiding frontline team members to deliver safe, high‑quality customer support within the U.S. Airports group of the Customer Experience department.

The role emphasizes coaching, development, and strong cross‑functional collaboration. Requirements include a bachelor's or GED equivalency, 2+ years of supervisory experience, and proficiency with Microsoft Office; USPS clearance or willingness to obtain clearance is required.