Senior Airport Customer Experience Manager

null; Los Angeles (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

American Airlines is seeking a Manager, Airport Customer Care in Los Angeles, CA to oversee day-to-day customer service operations, mentor staff, and ensure adherence to safety and service standards across multiple facilities. This role sits within the Hubs and Gateways Team of the Customer Experience Division.

The ideal candidate has a bachelor’s degree in business management or related field and at least three years in airline customer service supervision, with strong leadership and analytical

Qualifications

• Bachelor's Degree in Business Management or relevant field, or equivalent experience/training.
• 3 years of work experience in airline customer service supervisory capacity.

Responsibilities

• Oversee day-to-day customer service operations across multiple facilities.
• Ensure resources are used efficiently to meet performance targets.
• Enforce all procedures including safety and security.
• Review staffing requirements and bid schedules for employees.
• Communicate procedural changes to Customer Service Managers and frontline staff.
• Monitor trends to achieve on-time performance.
• Mentor and develop employees.
• Identify areas for improvement and implement processes for efficiency.
• Enhance vendor relations and ensure contractual obligations are met.
• Ensure internal audit requirements are satisfied.
• Assist with interviews and selection of supervisors.
• Work rotating shifts, including nights, weekends and holidays.
• Complete other duties as required.

Skills

Leadership

Analytical skills

Multitasking

Delegation

Communication

FAA background check

Driver's license

Education

Bachelor's Degree in Business Management or relevant field

Tools

Microsoft Office

Job description

American Airlines is seeking a Manager, Airport Customer Care in Los Angeles, CA to oversee day-to-day customer service operations, mentor staff, and ensure adherence to safety and service standards across multiple facilities. This role sits within the Hubs and Gateways Team of the Customer Experience Division.

The ideal candidate has a bachelor’s degree in business management or related field and at least three years in airline customer service supervision, with strong leadership and analytical