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!

• American is looking for a goal-oriented Customer Service Manager (CSM) who wants to elevate their experience, knowledge, and network within the company. With our leadership program, you will be able to develop yourself to be the best leader you want to be in the American organization.
• CSMs must ensure a safe, high performing operation by leading, engaging, coaching and developing the front-line team members. You will be supporting your teams effort by creating a safe, reliable operation while delivering an exceptional customer experience.
• Also, being energized by a fast-paced dynamic environment and passionate about safety, teamwork, leadership, and delivering a quality product to our customers, front-line, and vendors.
• CSMs must enable an environment that develops our front-line team members and fosters mutual respect, trust, responsibility, and core values while connecting people and improving lives during our day-to-day operation.
• This job is a member of the Airports Team within the Customer Experience Division

As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

• Manage a team of Staff Analysts to ensure DFW is adhering to company policies and procedures
• Assist with overseeing in DFW’s OpEx and CapEx budget and forecast
• Track and reconcile fuel usage and billing for DFW
• Work with various vendors and stakeholders to manage supplies and service requests
• Contribute cross-functionally to support corporate/group objectives
• Provide analytical support by reviewing data, drawing insights and presenting findings

Minimum Qualifications- Education & Prior Job Experience

• ​​High School diploma or GED equivalency
• Advanced Excel skills
• Skilled at problem solving and strategic planning
• Ability to self-manage, multi-task and manage deadlines

Preferred Qualifications- Education & Prior Job Experience

• ​​Previous airport customer service experience
• Proficient in key applications such as Coupa, Workbrain, Essbase, SharePoint, Tableau, Cognos
• Knowledge of the ICM (Internal Controls Manual)

Skills, Licenses & Certifications

• ​​​​​​​Knowledge of policies, procedures, and corporate structure
• Ability to prioritize work, be detail-oriented and meet deadlines
• Ability to perform in a fast paced environment and handle multiple tasks simultaneously
• Ability to grasp concepts and functionality of specific software and programs
• Excellent interpersonal skills with a focus on customer service
• Approachable and professional demeanor
• High level of professionalism and ability to maintain confidentiality
• Strong verbal and written communication skills
• Ability to work varied hours and holidays (as business needs may vary)
• Must be able to secure appropriate airport authority and/or US Customs security badges, (if applicable)

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

• Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
• Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

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.