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Manager, Airport Customer Care

Location : PHL AIRPORT GROUP 2 (PHL-TGR2) Cities : Philadelphia - PA Requisition ID : 82306

This job will continue to be posted until at least 11 / 12 / 2025. If interested, please apply prior to this date.

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!

Why You'll Love This Job

This job is a member of the Hubs and Gateways Team, within the Customer Experience Division.

Responsible for managing, developing, and coordinating all customer related activities ensuring the highest level of customer satisfaction and experience.

What You'll Do

• Oversees day to day customer service operations including oversight of the ticket counter and gate activity in multiple facilities
• Ensures efficient use of resources to achieve operational performance targets
• Enforces all company and departmental procedures including safety and security
• Reviews staffing requirements and bid schedules for all employees
• Communicates procedural changes to Customer Service Managers and frontline employees ensuring compliance
• Monitors and analyzes trends to achieve on time performance
• Mentors and develops employees
• Identifies areas which require improvement
• Develops and implements processes to achieve improved efficiency and productivity
• Enhances vendor relations and ensures contractual obligations are performed
• Ensures all internal audit requirements are in compliance
• Develops an annual expense plan and monitors the budget
• Assists with interviews and selection of CSMs / Customer Service Supervisors
• Ability to work rotating shifts including nights, weekends and holidays
• Complete other duties as required

All You'll Need For Success

Minimum Qualifications- Education & Prior Job Experience

Preferred Qualifications- Education & Prior Job Experience

Skills, Licenses & Certifications

What You'll Get

Feel free to take advantage of all that American Airlines has to offer :

Feel Free To Be Yourself At American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world. Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life's journey? Feel free to be yourself at American.