Manager, Customer Success

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!

As a Manager, Customer Success, you will be an integral part of our Reservations and Service Recovery organization, leading a team of Customer Success Travel Professionals, executing American’s vision to deliver industry leading customer service recovery. This position will be responsible for leading, developing and directing our US based team, providing oversight of day-to-day service recovery operations, managing and resolving customer inquiries, feedback, and complaints. The role requires exceptional critical thinking, effective leadership and communication skills, a strong customer-centric approach (we differentiate CX by status), and the ability to navigate complex situations with empathy and professionalism. You will play a crucial role in developing your supervisors, team leads and success specialists while helping to maintain positive relationships between American Airlines, its customers and partners. Customer Success Travel Professionals are passionate about winning back customers who have experienced a service failure and caring for American Airlines’ valuable AAdvantage customers. This is an office-based position.

• Strive to achieve AA, Service Recovery, and individual performance goals with every travel professional, cross-functional department, partner, and customer interaction  
• Recruit, develop, and supervise our US-based Customer Success travel professionals, who serve as the single point-of-contact for customers who have experienced service failures, including baggage claims, complaints, or issues related to customers’ AAdvantage accounts
• Provide leadership, guidance, and support to a team of Customer Success Supervisors and Team Leads
• Conduct regular performance evaluations and implement improvement plans as needed
• Ensure reference systems are current and any changes are communicated to frontline team members in a timely manner
• Ensure all customer response libraries in all systems used by the teams are accurately updated and in line with the voice of American Airlines
• Provide oversight for all communication channels used by the team (Jetnet, email, etc.)
• Identify quality initiatives to enhance quality strategy for the team
• Stay on top of industry trends that could enhance overall performance and leadership effectiveness by reading company resource materials and external newsletters, articles, and books and make recommendations to the team
• Provide regular reporting on performance and quality metrics
• Analyze performance trends and implement enhancements to policies and procedures based on your analyses  
• Develop presentations for all levels of leadership regarding department performance
• Foster a positive and collaborative team culture
• Monitor customer feedback and implement improvements based on customer input
• Maintain open and effective communication channels with other departments and business partners to address customer concerns and resolve issues promptly
• Keep the team informed about changes in airline services, policies, and procedures
• Leverage technology and customer service tools to streamline processes and enhance the overall customer experience

Required Qualifications

• Bachelor’s degree in relevant field or equivalent experience/training in the airline industry, operations or customer service positions
• 3 years experience leading and developing people in customer service
• Experience leading teams under tight deadlines in a fast-paced operational environment
• Knowledge of Microsoft Office including Word, Excel, PowerPoint, and Outlook
• Strong analytical skills as demonstrated in previous roles

Preferred Qualifications

• Strong passion for Customer Experience Excellence
• Relevant experience with Quality management
• Knowledge of customer service software and tools
• Strong knowledge of statistics
• Knowledge of Ventana, NetTracer, WorldTracer and other SABRE applications
• Fluent in both English and Spanish

Skills, Licenses and Certifications

• Strong leadership and interpersonal skills
• Effective presentation skills
• Excellent communication (written and verbal) and problem-solving abilities.
• Flexibility to work any shift and ability to work some weekends and holidays as necessary
• Ability to creatively problem solve
• Ability to effect change
• Ability to work in a fast-paced and dynamic environment
• Ability and willingness to be in-office and to travel on company business as necessary

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

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