Airport Workforce & Customer Service Manager

American Airlines; Phoenix (AZ); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Travel Perks

Health Benefits

Wellness Programs

401(k) Program

Additional Benefits: Employee Perks

Job summary

American Airlines in Phoenix is seeking a Customer Service Manager for Airport Workforce Management to lead frontline teams, ensure safe, high-performing operations, and deliver exceptional customer experiences.

You will coach staff, manage resources, and coordinate flights at gates, leveraging JCBA knowledge and multiple scheduling tools. This role demands strong communication, staff development, and a commitment to safety and service excellence.

Qualifications

• High school diploma or GED equivalent.
• Airport customer service experience preferred.
• 2 years leading others.
• Knowledge of JCBA policies and company procedures.

Responsibilities

• Drive operational excellence with a safety-conscious approach, delivering end-to-end customer service.
• Coach and mentor frontline team members in skill development and service culture.
• Allocate resources to meet operational goals safely and efficiently.
• Promote effective relationships and teamwork across the operation.
• Coordinate staffing for frontline teams to support gate operations and flights.
• Ensure JCBA compliance and adherence to corporate policies.

Skills

Leadership

Safety management

Communication

Staffing management

Operations analytics

Time management

Multi-software proficiency

Problem solving

Education

High School diploma or GED

Tools

GS Realtime

Prime

GETNG

SABRE

Microsoft Office

Job description

American Airlines in Phoenix is seeking a Customer Service Manager for Airport Workforce Management to lead frontline teams, ensure safe, high-performing operations, and deliver exceptional customer experiences.

You will coach staff, manage resources, and coordinate flights at gates, leveraging JCBA knowledge and multiple scheduling tools. This role demands strong communication, staff development, and a commitment to safety and service excellence.