About the position The Customer Service Manager (CSM) at American Airlines is responsible for leading and developing front-line team members to ensure a safe and high-performing operation while delivering exceptional customer service. This role emphasizes operational excellence, safety advocacy, and fostering a positive work environment that aligns with the company's core values. CSMs will engage in coaching, mentoring, and resource allocation to meet departmental and company objectives, all while navigating a fast-paced and dynamic environment. Responsibilities Drive operational excellence while maintaining a safety-conscious environment that promotes exceptional customer service. , Act as a safety advocate by identifying and addressing safety concerns. , Establish team and individual goals aligned with departmental and company objectives. , Coach and mentor front-line team members in skill development and customer service. , Promote effective relationships with team members based on compassion, integrity, and respect. , Allocate resources effectively to support teams in achieving operational goals safely. , Conduct self-audits and safety engagements to ensure ongoing safety and reliability of operations. , Facilitate effective communication among departments to achieve common goals. , Ensure adherence to corporate policies and procedures, including the Joint Collective Bargaining Agreement (JCBA). , Embrace and promote the company's core values. Requirements High School diploma or GED equivalency. , Previous airport customer service experience preferred. , 2 years of experience leading others. , Knowledge of company policies and procedures and functional automation applications. , Ability to engage and support an inclusive working environment. , Strong communication skills across all levels of the operation. , Critical thinking ability to assess and resolve complex staffing issues. , Ability to work independently and collaboratively under demanding conditions. , Proficiency in Microsoft Office applications. Nice-to-haves Experience with GS Realtime and other operational software programs. , USPS clearance or the ability to obtain it. Benefits Travel perks for employees and their families to explore 365 destinations. , Health benefits including dental, vision, and prescription coverage from day one. , Access to wellness programs and virtual doctor visits. , 401(k) program with employer contributions after one year. , Employee Assistance Program and pet insurance. , Discounts on hotels, cars, and cruises. Apply Job!