Sr Customer Service Manager, Airports - DFW

American Airlines; Fort Worth (TX); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k) program

Employee discounts

Job summary

American Airlines is seeking a Sr. Customer Service Manager to lead front-line teams within the Airports Team of the Customer Experience Division.

The role focuses on safe, high-performing operations, coaching leaders, and delivering exceptional customer experiences across a dynamic, fast-paced environment. You will champion safety culture, drive performance improvements, and collaborate across departments to ensure on-time operations and service excellence.

Qualifications

• High School diploma or GED equivalency.
• 4+ years of leadership experience across various operational roles.
• Must be able to work shift work, including weekends and holidays.
• Must be able to work on-site at assigned base/location.
• Bachelor’s degree or equivalent experience preferred.
• 2+ years of airport customer service/hospitality experience.
• Knowledge of company policies and procedures and automation applications.
• Project management experience.
• Analytical work experience.

Responsibilities

• Drives operational excellence while promoting a safety-conscious environment and exceptional customer service.
• Addresses safety concerns and drives improvements in safety culture and operational risk.
• Sets team and individual goals aligned with department and company objectives; coaches frontline team members.
• Fosters compassion, authenticity, integrity, respect and dignity in team interactions.
• Ensures safety and reliability via self-audits, observations, and investigations.
• Promotes cross-department communication to achieve common goals.
• Adheres to JCBA and corporate policies/procedures.
• Manages escalated service issues and mentors peers.
• Delivers key information to frontline leaders and clarifies expectations.
• Leads change management across multiple teams and departments.
• Addresses bottlenecks to improve on-time performance and customer satisfaction.
• Leads station initiatives and special projects beyond the usual scope.
• Acts as liaison with other departments and senior management on shift matters.
• Solves complex strategic challenges and supports leadership during absences.

Skills

Influence others

Active listening

Critical thinking

Leadership

Decision making

Education

High School diploma or GED

Bachelor’s degree preferred

Airport customer service experience

USPS clearance eligibility

Tools

Microsoft Office

SABRE

GETNG

Prime

Job description

Intro

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why you'll love this job

• American is looking for a goal-oriented Sr. Customer Service Manager (CSM) who wants to elevate their experience, knowledge, and network within the company. With our leadership program, you will be able to develop yourself to be the best leader you want to be in the American organization.
• Sr Customer Service Managers must ensure a safe, high performing operation by leading, engaging, coaching and developing the front-line team members. You will be supporting your teams\' effort by creating a safe, reliable operation while delivering an exceptional customer experience.
• Also, being energized by a fast-paced dynamic environment and passionate about safety, teamwork, leadership, and delivering a quality product to our customers, front-line, and vendors.
• Sr Customer Service Managers must enable an environment that develops our front-line team members and fosters mutual respect, trust, responsibility, and core values while connecting people and improving lives during our day-to-day operation.
• This position is a member of the Airports Team within the Customer Experience Division.

What You\'ll Do

As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

• Drives operational excellence while keeping a safety-conscious environment that promotes end-to-end exceptional customer service, resulting in employee and customer safety and well-being. Proposes innovative solutions and inspires their teams to achieve success.
• Be a safety advocate: Look for safety concerns and address them as needed. Identifies and drives opportunities to improve American’s safety culture and reduce operational risks.
• Establishes team and individual goals in support of departmental and company objectives; Coaches and mentors frontline team members in skill development, customer service elevation, Mentors, coaches, and develops future leaders by creating pathways for advancement.
• Establishes and promotes effective relationships with team members that fosters compassion, authenticity, integrity, respect and dignity.
• Ensures the ongoing safety and reliability of our operation by conducting self-audits, observations, root cause investigations and other related safety engagements. Mentors Customer Service Managers on how to drive a safe and reliable operation.
• Promotes effective communication among departments to engage our team to work together to achieve common goals.
• Familiarity with Joint Collective Bargaining Agreement (JCBA) and ensures adherence to corporate policy/procedure.
• Manages escalated service issues and be visible to your team members when problems arise. May assist and guide peer Customer Service Managers as needed.
• Delivers key corporate and local information to frontline leaders in an efficient and effective manner. Sets the expectations and ensure team members understand the why behind the focus/criticality.
• Leads change management efforts, advocating for and orchestrating change across multiple teams and departments, ensuring changes are sustainable and aligned with organizational vision.
• Identifies and addresses operational bottlenecks by analyzing performance trends and implementing targeted improvements that drive on-time performance and customer satisfaction.
• Takes charge of station initiatives and special projects that extend beyond the usual scope, leading strategic endeavors that drive operational excellence.
• Acts as a point of contact for interfacing with other departments, senior management, and external agencies on shift-related matters that require a higher level of negotiation or collaboration.
• Solves complex, systematic challenges that impact the organization at a strategic level.
• On occassion and for cross-training purposes, serves as a backup for the Manager on Duty position during absences or high-volume periods, which includes, but is not limited to leading frontline leaders.

Minimum Qualifications- Education & Prior Job Experience

• High School diploma or GED equivalency
• 4+ years of previous leadership experience across various operational roles
• Must be able to work shift work, including weekends and holiday
• Must be able to work on-site at assigned base/location

Preferred Qualifications- Education & Prior Job Experience

• Bachelor’s degree or equivalent experience/training preferred but not required
• 2+ years of previous airport customer service and/or hospitality industry experience
• Knowledge of company policies and procedures and functional automation applications
• Project management experience
• Analytical work experience

Skills, Licenses & Certifications

• Ability to influence others in order to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment
• Ability to actively listen - giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate
• Advanced critical thinking skills - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Ability to monitor and assess performance of self, team members and the operation to make improvements or take corrective action
• Strong leadership and organizational skills
• Advanced decision-making and problem-solving skills
• Ability to work independently as well as collaboratively
• Ability to work under demanding operational conditions
• Ability to prioritize and execute with a sense of urgency and preciseness
• Ability to use sound business judgment to resolve issues with internal and external customers
• Ability to coordinate station activities and collaborate with multi-functional departments and agencies to ensure essential needs are met for a safe, efficient, on-time operation
• Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook and/or other role specific software programs (i.e. Prime, GETNG, SABRE, GS Realtime, etc.).
• Has USPS clearance or the ability to obtain USPS clearance. USPS has a five-year United States residency requirement
• Ability to work extra hours when there are operational needs
• Ability to work rotating shifts including weekends, holidays and days-off

What You\'ll Get

Feel free to take advantage of all that American Airlines has to offer:

• Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
• Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

Feel free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Team Member Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world. Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.