Job Description

Customer Service Manager, Airport Customer Operations Location: Reagan National Apt - Apt Auth (DCA-TRML) | Cities: Washington Reagan - DC | Requisition ID: 81294 This job will continue to be posted until at least 09/21/2025. If interested, please apply prior to this date. 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 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. CSMs 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. 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. CSMs 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 job is a member of the Airports Team within the Customer Experience Division What you\'ll do Note: This list reflects the current job, but there may be additional essential and non-essential functions. Management may modify the job or require other tasks as appropriate while observing legal obligations including any collective bargaining obligations. Drives operational excellence while maintaining a safety-conscious environment that promotes end-to-end exceptional customer service, ensuring employee and customer safety and well-being Act as a safety advocate: identify safety concerns and address them as needed Establish team and individual goals aligned with department and company objectives; coach and mentor frontline team members in skill development and company culture Establish and promote effective relationships with team members built on compassion, authenticity, integrity, respect and dignity Allocate resources effectively and provide support to enable teams to deliver goals safely Maintain ongoing safety and reliability of operations through self-audits, observations, root cause investigations and related safety engagements Promote effective communication among departments to achieve common goals Familiarity with Joint Collective Bargaining Agreement (JCBA) and adherence to corporate policy/procedure Embrace core values: Passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty Manage escalated service issues and be visible to the team when problems arise Deliver key corporate and local information to frontline leaders efficiently and clearly; set expectations and explain the why behind focus areas Learn and apply union contract rules in daily interactions with frontline team members and local union leaders 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 2 years experience leading others Knowledge of company policies and procedures and functional automation applications Skills, Licenses & Certifications Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment Active listening and clear communication Critical thinking and problem-solving Performance monitoring and corrective action Strong decision-making and independent as well as collaborative work style Ability to work under demanding operational conditions and manage shifting priorities Use of sound business judgment to resolve issues with internal and external customers Coordinate station activities and collaborate with multi-functional departments Knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook) USPS clearance or ability to obtain USPS clearance (US residency requirement) Ability to work extra hours as needed and rotate shifts including weekends and holidays What you\'ll get Feel free to take advantage of all that American Airlines has to offer: Travel Perks: Reach 365 destinations on more than 6,800 daily flights across our global network Health Benefits: Health, dental, prescription and vision benefits from day one, plus virtual visits and more Wellness Programs: Tools, resources and support for your well-being 401(k) Program: Available upon hire with potential employer contributions after one year Additional Benefits: Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more Feel free to be yourself at American Inclusion and diversity are foundational at American Airlines. We encourage success based on individual merits and abilities. We support and obey laws prohibiting discrimination and fully consider qualified applicants, including those with criminal histories. Cities : Washington Reagan - DC Requisition ID : 81294 Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. We support and obey laws that prohibit discrimination everywhere we do business. We care about your privacy. We use cookies and similar technologies to measure our audience, improve your experience and show ads. For details, read our privacy policy. We are unable to remove this job posting yet. This posting is for American Airlines, Inc. 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