Customer Service Manager, Airport Customer Experience - AUS

Customer Service Manager, Airport Customer Experience - AUS

Location:

Austin-Bergstrom Intl Apt (AUS-TRML) Cities:
Austin - TX

This job will be posted until 09/24/2026. If interested, please apply and complete the required assessment prior to this date.

Job Description 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!

Drives operational excellence

Creates an environment that cares for our frontline team members and celebrates the team successes

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

Provides frontline team exceptional support through a variety of mechanisms in order for them to deliver superior customer service

Coaches and mentors frontline team members in skill development, customer service elevation and company culture behaviors

Promotes an environment of mutual respect and trust between frontline team members

Establishes and promotes effective relationships with external and internal customer base that fosters compassion, authenticity, integrity, respect and dignity

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

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 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 Critical thinking ability - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems Ability to monitor and assess performance of self, team members and the operation to make improvements or take corrective action.

Strong decision making skills Ability to work independently as well as collaboratively Ability to work under demanding operational conditions Ability to prioritize and execute with a sense of urgency and preciseness Ability to use sound business judgment to resolve issues with internal and external customers 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.

Has USPS clearance or the ability to obtain USPS clearance. Ability to fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable Applicable valid driver's license as required by local authorities, if applicable

Feel free to take advantage of all that American Airlines has…