System Customer Service Manager

Intro Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and youu2019ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, youu2019ll 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 + u200bThis job is a member of the System Customer Service Manager (SCSM) team within the Integrated Operations Center (IOC). + u200bResponsible for leading the customer service recovery efforts supporting the IOC, airports and additional departments during regular/irregular flight operations. Responsible for consulting and coordinating with Integrated Operations Control (IOC), Dispatch and various Service Recovery groups, and stations to make operational decisions to support Airport Customer Service needs, maintain customer recovery integrity, and ensure excellent customer service is maintained throughout the event. What you'll do + u200bCommunicates system irregularities to the appropriate parties. This could involve contacting Station GMs, Station Regional Directors, customer service recovery teams including SSC, DOD, Customer Relations, POCs, oGSC, etc. via various communication tools + Consults / coordinates with IOC operational teams to make operational decisions and recommend customer friendly solutions when appropriate + Assists stations and hubs with irregular operations to determine best solutions for customers when applicable + Compiles and disseminates operational reports to various stakeholders + Communicates and coordinates recovery efforts across many groups particularly with customer support departments + Participates in daily ops conference calls. Communicate detailed information affecting customer movement and provide to various groups including stations + Escalate significant issues impacting customer, IROP events, Diversions, + Assists Dispatchers with station contact needs during diversions, engaging local customs/ immigration, and communicating APIS data when applicable + Assists with proactive notification to customers and internal American departments + Supports and participates in emergency handling processes during EMG Event and update WebEOC throughout the event as related to customer impact + Handles AA Auto Reaccom tool to rebook disrupted passengers due to flight cancellations and delays + Coordinates with Airports & RES to accommodate disrupted passengers + Manages inventory, including adding extra sections and equipment upgrades during flight cancellations + Develops and suggests innovative solutions to customer service recovery issues real-time + Must consistently promote corporate objectives and the RCA Strategy (Reliability Convenience and Appearance All you'll need for success Minimum Qualifications- Education & Prior Job Experience + u200bHigh school diploma or GED equivalency + Airport customer service experience + Experience in management capacity, leading and developing others Preferred Qualifications- Education & Prior Job Experience + u200bCollege degree or equivalent experiences + Must be flexible and able to work schedule that requires to support 24X7 operation + Operational and Customer Service experience Skills, Licenses & Certifications + Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc. + Work independently and interface with employees at all levels + Team player and collaborator + Performs well under stress + Focuses on promoting effective service recovery solutions and efforts + Collaborates with all work groups What you'll get 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, youu2019ll have access to your health, dental, prescription and vision benefits to help you stay well. And thatu2019s 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 u2013 thatu2019s 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 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 lifeu2019s journey? Feel free to be yourself at American.EQUAL EMPLOYMENT OPPORTUNITY/ AFFIRMATIVE ACTION POLICY American Airlines maintains a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled veteran or other protected veteran, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, the following employment decisions and practices: hiring; upgrading; promotions; demotions or transfers; layoffs; recalls; terminations; rates of pay or other forms of compensation; selection for training, including apprenticeship; and recruitment or recruitment advertising.

Created: 2026-02-27