Customer Service Manager — Lead Teams to Excellence

American Airlines; Trenton (NJ); Remote; USD 28,000 - 41,000; Full time

Benefits offered by this job

Travel perks

Health benefits on day one

Wellness programs

401(k) plan

Employee discounts

Job summary

American Airlines is seeking a Customer Service Manager in Trenton, NJ to lead frontline teams, drive safe, high‑quality service, and mentor staff in a fast‑paced environment. The role emphasizes customer satisfaction, teamwork, and adherence to union agreements and policies.

The position offers a structured leadership path within the Airports group of the Client Experience division, with opportunities to influence service standards across flights and ground operations.

Qualifications

• High school diploma or GED equivalency.
• 2 years experience leading others.
• Expertise of business policies and useful automation applications.

Responsibilities

• Drives operational excellence while maintaining a safety-aware environment, ensuring customer and employee safety.
• Be a safety advocate and address safety concerns as needed.
• Establishes team and individual goals, coaches frontline staff in skill development and customer service.
• Fosters relationships with team members built on compassion, integrity, respect and dignity.
• Allocates resources to support teams in achieving objectives safely and efficiently.
• Ensures ongoing safety and reliability through self-audits, observations and investigations.
• Communicates across departments to align teams on common goals.
• Adheres to JCBA and company policies in daily frontline interactions.
• Leads with core values like passion, dedication and honesty.

Skills

Leadership

Customer service

Team management

Education

High school diploma or GED equivalency

Job description

American Airlines is seeking a Customer Service Manager in Trenton, NJ to lead frontline teams, drive safe, high‑quality service, and mentor staff in a fast‑paced environment. The role emphasizes customer satisfaction, teamwork, and adherence to union agreements and policies.

The position offers a structured leadership path within the Airports group of the Client Experience division, with opportunities to influence service standards across flights and ground operations.