Job Details

Customer Service Manager, Airport Customer Experience Location: Austin-Bergstrom Intl Apt (AUS-TRML) Cities: Austin - TXThis job will continue to be posted until at least 08/13/2026. If interested, please apply prior to this date.What you'll do:Drives operational excellenceCreates an environment that cares for our frontline team members and celebrates the team successesLeads 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 agenciesProvides frontline team exceptional support through a variety of mechanisms in order for them to deliver superior customer serviceCoaches and mentors frontline team members in skill development, customer service elevation and company culture behaviorsPromotes an environment of mutual respect and trust between frontline team membersEstablishes and promotes effective relationships with external and internal customer base that fosters compassion, authenticity, integrity, respect and dignityProvides the direction and appropriate support structure using effective resources to enable the team to deliver high performanceAssesses operational environment and conditions to ensure corporate and local scorecard metrics are fulfilled through collaboration across departments and levelsAll you'll need for success:Minimum Qualifications:High School diploma or GED equivalencyPreferred Qualifications:Previous airport customer service experience2 years experience leading othersSkills, Licenses & Certifications:Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environmentAbility to actively listen - giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriateCritical thinking ability - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problemsAbility to monitor and assess performance of self, team members and the operation to make improvements or take corrective actionStrong decision making skillsAbility to work independently as well as collaborativelyAbility to work under demanding operational conditionsAbility to prioritize and execute with a sense of urgency and precisenessAbility to use sound business judgment to resolve issues with internal and external customersKnowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.Has USPS clearance or the ability to obtain USPS clearanceAbility to fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicableApplicable valid driver's license as required by local authorities, if applicableWhat you'll get:Feel free to take advantage of all that American Airlines has to offer:Travel PerksHealth BenefitsWellness Programs401(k) ProgramAdditional BenefitsFrom the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines.