Airport Customer Service Manager – Workforce Leader

American Airlines; Chicago (IL); On-site; USD 51,000 - 87,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k) program

Additional benefits

Job summary

American Airlines in Chicago is seeking a Customer Service Manager for Airport Workforce Management. The role oversees front-line teams to deliver a safe, reliable operation and exceptional customer experience at ORD.

You will lead staffing, coaching, and cross-functional collaboration within the Domestic Airports Team. The position requires strong leadership, safety mindset and ability to manage multiple software programs like GS Realtime, Prime, GETNG, and SABRE to optimize day-to-day

Qualifications

• High School diploma or GED Equivalency.

Responsibilities

• Drives operational excellence while keeping a safety-conscious environment that promotes end-to-end exceptional customer service, resulting in employee and customer safety and well-being
• Be a safety advocate: Look for safety concerns and address them as needed
• Establish team and individual goals in support of departmental and company objectives; Coaches and mentors frontline team members in skill development, customer service elevation and company culture behaviors
• Establishes and promotes effective relationships with team members that fosters compassion, authenticity, integrity, respect and dignity
• Effectively allocates resources and provides appropriate support to enable teams to deliver on operational goals in a safe manner
• Ensure the ongoing safety and reliability of our operation by conducting self-audits, observations, root cause investigations and other related safety engagements

Skills

Leadership

Communication

Staffing management

Safety leadership

Operational excellence

Education

High School diploma or GED Equivalency

Tools

GS Realtime

Prime

GETNG

SABRE

Job description

American Airlines in Chicago is seeking a Customer Service Manager for Airport Workforce Management. The role oversees front-line teams to deliver a safe, reliable operation and exceptional customer experience at ORD.

You will lead staffing, coaching, and cross-functional collaboration within the Domestic Airports Team. The position requires strong leadership, safety mindset and ability to manage multiple software programs like GS Realtime, Prime, GETNG, and SABRE to optimize day-to-day