Experienced Full-Time Customer Service Manager - Delivering Exceptional Client Experiences at American Airlines

Join the American Airlines Family and Take Your Career to New Heights Are you ready to embark on a journey of growth, learning, and adventure? Look no further than American Airlines, one of the world's leading carriers. We're seeking a talented and driven Customer Service Manager to join our team in Philadelphia, USA. As a Customer Service Manager, you'll play a critical role in delivering exceptional client experiences, driving operational excellence, and leading a team of frontline colleagues. About American Airlines At American Airlines, we're passionate about connecting people and creating unforgettable experiences. With a rich history spanning nearly a century, we've established ourselves as a leader in the aviation industry. Our company culture is built on a foundation of respect, empathy, and inclusivity, and we're committed to providing a work environment that's engaging, challenging, and rewarding. Job Summary We're looking for a seasoned Customer Service Manager to lead our frontline teams and drive operational excellence. As a Customer Service Manager, you'll be responsible for ensuring a safe, high-performing work environment that delivers exceptional client experiences. You'll lead, coach, and develop frontline colleagues, while fostering a culture of empathy, trust, and respect. Key Responsibilities Drive operational excellence while maintaining a safety-conscious environment that elevates end-to-end exceptional client care Be a safety advocate: Identify and address safety concerns on a case-by-case basis Establish team and individual goals that support departmental and company targets Mentor and coach frontline colleagues in skill development, client care excellence, and company culture behaviors Establish and promote effective relationships with colleagues that foster empathy, legitimacy, trustworthiness, respect, and pride Successfully allocate resources and provide support to enable teams to meet operational goals in a safe manner Ensure the ongoing safety and reliability of our operation by conducting self-reviews, observations, root cause analyses, and other related safety activities Promote effective communication among departments to engage our team in working together to achieve shared goals Embody our core values: Energy, accountability, productivity, reliability, trustworthiness, integrity, honesty, inspiration, and reliability Oversee elevated service issues and be visible to your colleagues when issues arise Communicate key corporate and local information to frontline leaders in an efficient and effective manner Requirements Essential Qualifications Bachelor's degree 3 years of experience leading others Knowledge of company policies and procedures, as well as functional automation applications Preferred Qualifications Past airport customer care experience Knowledge of Joint Collective Bargaining Agreement (JCBA) Experience with Microsoft Office, including Word, Excel, PowerPoint, and Outlook Skills and Competencies Ability to draw out the best performance in the workforce through proactive employee engagement and support for an inclusive work environment Effective listening skills: ability to focus on what others are saying, take time to understand points being made, and ask questions as needed Decisive reasoning ability: using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems Ability to monitor and evaluate performance of self, colleagues, and the operation to make improvements or take corrective action Strong problem-solving skills Ability to work independently and collaboratively Ability to work under demanding operational circumstances Ability to prioritize and execute with a sense of urgency and accuracy Ability to use sound business judgment to resolve issues with internal and external clients What We Offer At American Airlines, we're committed to providing a comprehensive benefits package that supports your overall well-being. Here are just a few of the perks and benefits you can expect: Benefits Medical, dental, prescription, and vision benefits Virtual specialist visits and flexible spending accounts 401(k) program with employer contributions Employee assistance program and pet insurance Discounts on hotels, cars, travel, and more Wellness Programs Access to tools, resources, and support to help you be your best self Programs and initiatives focused on employee well-being and engagement Why Join American Airlines? At American Airlines, we're passionate about creating a work environment that's inclusive, engaging, and rewarding. Here are just a few reasons why you should consider joining our team: Opportunities for growth and development Competitive salary and benefits package Diverse and inclusive work environment Chance to be part of a global team that's making a difference How to Apply If you're ready to take your career to new heights and join a team that's passionate about delivering exceptional client experiences, we want to hear from you! Apply now to become a Customer Service Manager at American Airlines. Don't miss this opportunity to be part of a dynamic team and take the first step towards a fulfilling career with American Airlines.