Senior Airport Customer Experience Leader

American Airlines; Phoenix (AZ); Presencial; USD 110.000 - 165.000; Jornada completa

Descripción de la vacante

American Airlines is seeking a Sr Customer Service Manager, Airports to lead the Phoenix PHX operation within the Airports Team of the Customer Experience Division. You will oversee front-line teammates, coach staff, and deliver a safe, high-performing customer experience in a fast-paced aviation environment.

You will coordinate with other departments, manage escalated service issues, drive safety culture, and implement improvement initiatives to support on-time performance and exceptional

Responsabilidades

• Drives operational excellence with a safety-conscious environment and coaches frontline team members.
• Addresses safety concerns and improves safety culture and reduces operational risks.
• Sets team and individual goals aligned with departmental and company objectives; mentors future leaders.
• Builds effective relationships with team members reflecting compassion, integrity and respect.
• Ensures safety and reliability through self-audits, observations, root cause investigations and safety engagements.
• Promotes cross-department communication to achieve common goals.
• Familiarity with JCBA and adherence to policy/procedure.
• Manages escalated service issues and supports peers as needed.
• Delivers key information to frontline leaders and clarifies expectations.

Descripción del empleo

American Airlines is seeking a Sr Customer Service Manager, Airports to lead the Phoenix PHX operation within the Airports Team of the Customer Experience Division. You will oversee front-line teammates, coach staff, and deliver a safe, high-performing customer experience in a fast-paced aviation environment.

You will coordinate with other departments, manage escalated service issues, drive safety culture, and implement improvement initiatives to support on-time performance and exceptional