Customer Service Manager, Control Center Jobs in Philadelphia, PA at American Airlines

Title: Customer Service Manager, Control Center

Company: American Airlines

Location: Philadelphia, PA


Additional Locations: None

Requisition ID: 65118

IntroAre 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

This job is a member of the Hubs & Gateways or Stations Team within the Customer Experience Division.

Responsible for ensuring a high performing operation by leading, engaging, coaching and developing front-line team members. Also responsible for supporting their teams’ efforts in creating a safe, reliable operation while delivering an elevated customer experience.

What You’ll Do

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

Ability to work extra hours when there are operational needs

Ability to work rotating shifts including weekends, holidays and days-off

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

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

All you’ll need for success

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 …

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