Senior Manager, Airport Customer Care: Lead Growth

American Airlines; Fort Worth (TX); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Travel perks across 365 destinations

Health benefits from day one

Wellness programs

401(k) program after hire

Employee assistance program and more

Job summary

American Airlines is seeking a hands-on leader to manage a team of customer service professionals across hubs and gateways. You will drive service excellence, revenue opportunities, and operational reliability while coaching CSMs and agents.

The role requires a Bachelor’s degree, 5 years of leadership, and ability to work varied hours including nights and weekends. You will collaborate with HR, Marketing, Operations and Training to roll out initiatives and uphold company policies.

Qualifications

• Bachelor’s degree or equivalent experience/training.
• 5 years leadership experience.

Responsibilities

• Provides hands-on leadership in achieving business objectives, ensuring maximum performance and adherence to service standards.
• Supports key performance measures by setting and communicating goals to create a high performance culture.
• Seeks opportunities for continuous improvement; implements methods to increase revenue, reduce cost and improve customer service.
• Maintains positive work environment and coaches CS managers, customer service representatives and staff.
• Collaborates with HR, Training, Marketing and Operations to roll out new initiatives and processes.

Skills

Leadership

Team management

Communication

Presentation skills

Problem solving

Time management

Multitasking

Customer service focus

Education

Bachelor's degree or equivalent experience/training

Tools

Microsoft Office

Job description

American Airlines is seeking a hands-on leader to manage a team of customer service professionals across hubs and gateways. You will drive service excellence, revenue opportunities, and operational reliability while coaching CSMs and agents.

The role requires a Bachelor’s degree, 5 years of leadership, and ability to work varied hours including nights and weekends. You will collaborate with HR, Marketing, Operations and Training to roll out initiatives and uphold company policies.