Senior Manager, Customer Experience & Airline Operations

American Airlines; Town of Texas (WI); On-site; USD 90,000 - 150,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k) plan

Employee discounts

Job summary

American Airlines is seeking a highly experienced Customer Service Manager to lead the Hubs & Gateways Team within the Customer Experience Division. You will oversee a frontline leadership group, optimize service delivery, and help maximize revenue while maintaining service excellence at stations and airports.

You will coach CSMs and agents, set performance goals, and partner with Training, Marketing and Operations to roll out initiatives, programs and policies.

Qualifications

• Bachelor’s degree or equivalent experience/training.
• 5 years leadership experience.
• Knowledge of FAA background checks where applicable.
• Experience leading customer service teams in a union environment preferred.

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 to increase revenue and improve customer service.
• Upholds a strong commitment to customer focus and timely feedback on service or sales issues.
• Oversees all departments during vacations, outages, or other times required.
• Partners with leaders to develop effective communication channels and align initiatives.
• Collaborates with Training, Marketing and Operations to roll out new programs and systems.
• Ensures understanding and application of policies and union agreements with HR/Employee Relations.
• Maintains positive work environment and coaches CSMs, CSCs, and agents.
• Develops recognition programs and measures performance with quality control metrics.
• Interacts with airport community and management and travels as needed.

Skills

Leadership

Communication

Presentations

Time management

Problem solving

Multi-tasking

Written communication

Education

Bachelor’s degree or equivalent experience

Tools

Microsoft Office

Job description

American Airlines is seeking a highly experienced Customer Service Manager to lead the Hubs & Gateways Team within the Customer Experience Division. You will oversee a frontline leadership group, optimize service delivery, and help maximize revenue while maintaining service excellence at stations and airports.

You will coach CSMs and agents, set performance goals, and partner with Training, Marketing and Operations to roll out initiatives, programs and policies.