Customer Experience Leader

4 days ago

Los Angeles, California, United States American Airlines Full time

Job Summary

We are seeking a highly skilled and experienced Airport Customer Service Manager to join our team at American Airlines. As a key member of our Customer Experience Division, you will be responsible for overseeing day-to-day customer service operations, ensuring the highest level of customer satisfaction and experience.

Key Responsibilities

  • Oversee the management, development, and coordination of all customer-related activities to achieve operational performance targets.
  • Ensure efficient use of resources, enforce company and departmental procedures, and review staffing requirements and bid schedules.
  • Communicate procedural changes to Customer Service Managers and frontline employees, and monitor and analyze trends to achieve on-time performance.
  • Mentor and develop employees, identify areas for improvement, and develop and implement processes to achieve improved efficiency and productivity.
  • Enhance vendor relations, ensure contractual obligations are performed, and develop an annual expense plan and monitor the budget.
  • Assist with interviews and selection of CSMs/Customer Service Supervisors, and ability to work rotating shifts, including nights, weekends, and holidays.

Requirements

  • Bachelor's Degree in Business Management or relevant field, or equivalent experience/training.
  • 3 years of work experience in Airline Customer Service supervisory.
  • Knowledge of Microsoft Office, excellent analytical skills, and proficient use of PC-related software.
  • Strong leadership and organizational skills, ability to multi-task, and handle shifting priorities within a fast-paced, dynamic work environment.

What We Offer

  • Health benefits, wellness programs, 401(k) program, and additional benefits, including employee assistance program, pet insurance, and discounts on hotels, cars, cruises, and more.
  • A dynamic and inclusive work environment, with opportunities for growth and development.

About American Airlines

We are a leading airline that values diversity, equity, and inclusion. Our Employee Business Resource Groups connect 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.

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