Customer Service Manager, Airport Customer Experience

Location: Orlando Intl Apt Cust Svc (MCO-CCSC)
Additional Locations: None
Requisition ID: 67494
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

• Responsible for ensuring a high performing operation by leading, engaging, coaching and developing front-line team members. Also responsible for supporting their teams' efforts in creating a safe, reliable operation while delivering an elevated customer experience.
• This job is a member of the Field Stations Team within the Customer Experience Division.

What You'll Do

• Provides the direction and appropriate support structure using effective resources to enable the team to deliver high performance
• Assesses operational environment and conditions to ensure corporate and local scorecard metrics are fulfilled through collaboration across departments and levels
• Provides frontline team exceptional support through a variety of mechanisms in order for them to deliver superior customer service
• Ability to work extra hours when there are operational needs
• Leads airport team to perform their work in a safe, efficient manner and in compliance with Federal, state and local regulations including DOT, FAA and other government agencies
• Drives operational excellence
• Ability to work rotating shifts including weekends, holidays and days-off
• Promotes an environment of mutual respect and trust between frontline team members
• Creates an environment that cares for our frontline team members and celebrates the team successes
• Establishes and promotes effective relationships with external and internal customer base that fosters compassion, authenticity, integrity, respect and dignity
• Coaches and mentors frontline team members in skill development, customer service elevation and company culture behaviors

All you'll need for success
Minimum Qualifications- Education & Prior Job Experience

• High School diploma or GED equivalency

Preferred Qualifications- Education & Prior Job Experience

• Previous airport customer service experience
• Knowledge of company policies and procedures and functional automation applications
• 2 years experience leading others

Skills, Licenses & Certifications

• Critical thinking ability - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Ability to use sound business judgment to resolve issues with internal and external customers
• Strong decision making skills
• 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
• Ability to work under demanding operational conditions
• Ability to prioritize and execute with a sense of urgency and preciseness
• Has USPS clearance or the ability to obtain USPS clearance. USPS has a three-year United States residency requirement.
• Ability to monitor and assess performance of self, team members and the operation to make improvements or take corrective action.
• 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, etc.
• Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment
• Ability to work independently as well as collaboratively

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.
• 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.
• 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.
• 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+ Employee 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.
Additional Locations: None
Requisition ID: 67494