American Airlines is hiring a Customer Service Manager

AA Credit Union (American Airlines Credit Union) is looking for a Customer Service Manager to join the Hubs & Gateways or Stations Team within our Customer Experience Division. You will be responsible for ensuring a high-performing operation by leading, engaging, coaching, and developing front-line team members. This role focuses on creating a safe, reliable operation while delivering an elevated customer experience.

What You'll Do

• Drive operational excellence.
• Create an environment that cares for our frontline team members and celebrates team successes.
• Lead the 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.
• Provide frontline team exceptional support through a variety of mechanisms so they can deliver superior customer service.
• Coach and mentor frontline team members in skill development, customer service elevation, and company culture behaviors.
• Promote an environment of mutual respect and trust between frontline team members.
• Establish and promote effective relationships with external and internal customers that foster compassion, authenticity, integrity, respect, and dignity.
• Provide direction and appropriate support structure using effective resources to enable the team to deliver high performance.
• Assess the operational environment and conditions to ensure corporate and local scorecard metrics are fulfilled through collaboration across departments and levels.
• Ability to work extra hours when there are operational needs.
• Ability to work rotating shifts including weekends, holidays, and days off.

What We're Looking For

• High School diploma or GED equivalency.

Nice to Have

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

Technical Stack

• Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.

Team & Environment

You will be a member of the Hubs & Gateways or Stations Team within the Customer Experience Division.

Benefits & Compensation

• Travel Perks to 365 destinations on more than 6,800 daily flights.
• Health, dental, prescription and vision benefits available on day one.
• Virtual doctor visits, flexible spending accounts.
• Wellness programs.
• 401(k) Program available upon hire.
• Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more.

Work Mode

This is an onsite position.

AA Credit Union is an equal opportunity employer where inclusion and diversity are the foundation of our dynamic workforce. We support 20+ Employee Business Resource Groups focused on connecting team members to customers, suppliers, communities, and shareholders.