Airport Customer Service Manager — Travel Perks & Growth

American Airlines; Houston (TX); Remote; USD 27,552 - 41,328; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k) plan

Employee discounts

Job summary

American Airlines in Houston is seeking a Customer Service Manager to lead and develop the front‑line team, ensuring safe, high‑performing operations and exceptional guest service. The role emphasizes safety, staff coaching, and cross‑department collaboration.

Qualifications include a high school degree or GED and prior airport customer service experience. The position requires flexibility for rotating shifts, weekends, and holidays in a fast‑paced environment at Houston, USA.

Qualifications

• High school degree or GED equivalency.

Responsibilities

• CSMs must ensure a safe, high‑performing operation by leading, training and developing the front-line team members.
• Drives operational excellence while maintaining a safety‑focused environment promoting customer service and staff well‑being.
• Be a safety adviser: identify safety concerns and address them as needed.
• Set goals for team and individuals; coach frontline staff in skill development and customer service.
• Build and promote strong relationships with team members founded on respect and integrity.
• Allocate resources effectively to enable teams to meet operational goals safely.
• Ensure ongoing safety and reliability through self‑audits, observations, and root cause investigations.
• Foster cross‑department communication to align on shared objectives.
• Understand JCBA rules and ensure staff compliance with company policies.
• Model core values: passion, commitment, performance, reliability, honesty, and teamwork.
• Manage escalated service issues and support staff as issues arise.
• Deliver important company and local updates to frontline leaders and explain the why behind priorities.
• Assess labor union rules in daily interactions with frontline staff and union leaders.

Skills

Team leadership

Safety awareness

Resource management

Communication

Problem solving

Education

High school degree or GED equivalency

Tools

Microsoft Office

Job description

American Airlines in Houston is seeking a Customer Service Manager to lead and develop the front‑line team, ensuring safe, high‑performing operations and exceptional guest service. The role emphasizes safety, staff coaching, and cross‑department collaboration.

Qualifications include a high school degree or GED and prior airport customer service experience. The position requires flexibility for rotating shifts, weekends, and holidays in a fast‑paced environment at Houston, USA.