Airport Customer Service & Workforce Leader

American Airlines Inc.; Phoenix (AZ); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Travel Perks

Health Benefits

Wellness Programs

401(k) Program

Other Benefits

Job summary

American Airlines, Inc. is seeking a Customer Service Manager for Airport Workforce Management in Phoenix. The role oversees frontline teams at Sky Harbor, emphasizing safety, leadership, and exemplary customer service to ensure a reliable operation.

You will coordinate flights, manage staffing, monitor performance, and collaborate across departments to support the domestic airports network. Strong leadership and communication are essential.

Qualifications

• High School diploma or GED equivalency is required.
• Previous airport customer service experience is preferred.
• 2 years of experience leading others is preferred.
• Knowledge of company policies and procedures and functional automation applications is desirable.

Responsibilities

• Drives operational excellence with a safety-conscious culture while delivering exceptional customer service.
• Be a safety advocate and address safety concerns as needed.
• Establish team and individual goals aligned with departmental objectives and coach frontline staff.
• Foster strong relationships with team members built on compassion, integrity and respect.
• Allocate resources efficiently to meet operational goals safely and reliably.
• Ensure ongoing safety and reliability through self-audits, observations and root-cause investigations.
• Promote cross-department communication to achieve common goals.
• Familiarity with JCBA and adherence to corporate policies.

Skills

Team leadership

Coaching

Communication

Customer service

Safety awareness

Education

High School diploma or GED Equivalency

Job description

American Airlines, Inc. is seeking a Customer Service Manager for Airport Workforce Management in Phoenix. The role oversees frontline teams at Sky Harbor, emphasizing safety, leadership, and exemplary customer service to ensure a reliable operation.

You will coordinate flights, manage staffing, monitor performance, and collaborate across departments to support the domestic airports network. Strong leadership and communication are essential.