Sr Customer Service Manager, Airports - Phoenix PHX

American Airlines; Phoenix (AZ); On-site; USD 110,000 - 165,000; Full time

Job summary

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

Responsibilities

• 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.

Job description

Sr Customer Service Manager, Airports - Phoenix PHX

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Sr Customer Service Manager, Airports - Phoenix PHX Posting Start Date: 10/6/26

Location:Sky Harbor Municipal Apt (PHX-TRML)
Cities:Phoenix - AZ
Requisition ID:88668

Job Description

Intro

Are you ready to explore a world of possibilities, both at work and duringyour 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 Americans 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.