Join American Airlines as the Customer Service Manager for Airport Customer Experience at San Francisco International Airport (SFO). This pivotal role drives superior passenger satisfaction, operational efficiency, and seamless travel experiences, directly contributing to the airline's reputation as a leader in customer-centric aviation services. By overseeing frontline operations and fostering a culture of excellence, you'll impact thousands of travelers daily, enhancing loyalty and supporting the company's mission to connect people and communities worldwide. In this dynamic position, you'll manage daily customer service operations at SFO, including supervising check-in counters, baggage handling, and boarding gates to minimize delays and resolve issues swiftly. Weekly, conduct team meetings to review performance metrics like on-time departures, customer satisfaction scores (CSAT), and Net Promoter Scores (NPS), implementing training programs to boost service quality. Monthly responsibilities encompass analyzing passenger feedback data, coordinating with airport authorities and ground handling partners for process improvements, and preparing reports on key performance indicators (KPIs) such as wait times and complaint resolution rates. Lead a team of 20-30 customer service agents, providing coaching, performance evaluations, and scheduling to ensure 24/7 coverage. Collaborate with maintenance, security, and flight operations departments to address disruptions, execute special projects like seasonal traffic management, and deliver results that exceed airline standards for punctuality and hospitality. Candidates must possess a bachelor's degree in business administration, hospitality management, or a related field, with at least 5-7 years of progressive experience in customer service within aviation or high-volume retail environments. Proven track record in airport operations at major hubs is essential, including familiarity with FAA regulations, IATA standards, and airline-specific systems like Sabre or Amadeus reservations platforms. A valid driver's license and ability to pass background checks for airport security clearance are required. Prior management experience supervising diverse teams in fast-paced settings is non-negotiable. Success demands exceptional leadership and communication skills to motivate teams under pressure, alongside analytical abilities to interpret data from CRM tools and BI software. Strong problem-solving competencies are crucial for handling irate passengers and operational crises, while cultural sensitivity supports serving a diverse Bay Area clientele. Proficiency in Microsoft Office Suite, customer service management software, and bilingual abilities (Spanish preferred) enhance effectiveness in this multilingual environment. American Airlines, a global leader in air travel, champions a mission of safety, inclusivity, and innovation, connecting over 350 destinations. Our SFO team operates in a vibrant, collaborative atmosphere within a state-of-the-art terminal, emphasizing employee well-being through modern facilities and recognition programs. The culture promotes work-life balance, diversity, and professional growth in a supportive network of aviation experts. We offer competitive compensation (salary not specified), comprehensive health insurance, dental and vision plans, 401(k) with company match, and generous paid time off starting at 3 weeks. Additional perks include travel privileges on American Airlines and partner networks, employee assistance programs, tuition reimbursement, and flexible scheduling. Performance bonuses and stock options reward outstanding contributions. Advance your career through leadership development programs, rotational assignments across airports, and tuition support for advanced certifications like Certified Airport Executive. To apply, visit American Airlines' career portal and submit your resume highlighting relevant experience. Join us in shaping exceptional journeys at SFO.