5 days old

Customer Service Manager, Airport Customer Experience Administration

American Airlines
Washington, DC 20004

Location: Reagan National Apt - Apt Auth (DCA-TRML) 
Additional Locations: None
Requisition ID: 30661 


Join us for a career with endless possibilities.

Looking for a job where a passion for innovation, a culture of teamwork, and opportunities for growth are valued and rewarded? You’ve come to the right place.


You don’t have to be an airline aficionado to join American Airlines. It takes more than cool planes to keep us ahead of the curve, and thanks to our team of behind the scenes professionals, we do just that. As the largest airline in the world, American Airlines is in the business of serving the global travel needs of our customers. At the core of the Company is our commitment to each customer and each employee. We are dedicated to developing and delivering what our customers value and are willing to pay for. Customer-centric planning, innovative marketing, and an exceptional customer experience are supported by a cadre of talented people. 


What does it take to join us? We’re glad you asked! We expect exceptional skills in your discipline and a dedication to being the best as we relentlessly pursue our goal of being not just the largest airline in the world, but also the best airline in the world.


Fortunately, we’re building on almost a century of innovation and firsts in our industry – and we plan to continue that tradition of excellence.

About The Job


This job is a member of the Hubs & Gateways Team within the Customer Experience Division. This position will be responsible for manpower staff planning in our largest airport operations.

Specifically, you’ll do the following:



  • Think Forward, Lean Forward: Utilizes staffing models and historical data to efficiently allocate manpower resources
  • Create a World-Class Customer Experience: Ensure ‘day-of’ staffing requirements are met to provide best-in-class customer service levels
  • Develop event staffing synopsis and present to department leaders and/or Controller Services
  • Resolves staffing variances including approval of extensions (OT) and voluntary time-off (VTO)
  • Acts as an integral part of the bid creation process by analyzing and providing feedback based on experiences and operational trends 
  • Leads and directs airport personnel to perform their work in a safe and efficient manner and in compliance with federal, state, and local regulations, including DOT, FAA, and other government agencies
  • Establishes and maintains effective relationships with external and internal customers that foster compassion, authenticity, integrity, respect and dignity
  • Provides direction and appropriate support structure, using effective resources, to enable the team to deliver high performance
  • Promotes a professional culture that is both socially responsible and ethical

Required Qualifications

  • High School diploma or GED equivalency
  • ​​Willing and able to work extra hours to meet operational needs
  • Willing and able to work rotating shifts, including weekends and holidays
  • 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
  • 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
  • Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.


Preferred Qualifications

  • Undergraduate degree in Aviation Business Administration, Aviation Finance, Industrial Engineering, Financial Management, Economics, or other business related fields
  • Command advanced knowledge of MS Office products (primarily Excel, Outlook, and PowerPoint)
  • Advanced analytical reasoning
  • Previous airport customer service experience
  • 2 years’ experience leading others

Additional Locations: None
Requisition ID: 30661 


Posted: 2019-06-12 Expires: 2019-07-12

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Customer Service Manager, Airport Customer Experience Administration

American Airlines
Washington, DC 20004

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