Customer Service Manager, Airport Customer Operations - DFW

Customer Service Manager, Airport Customer Operations - DFW

American Airlines is seeking a goal-oriented Customer Service Manager (CSM) for the Tow Team at DFW. In this safety-critical leadership role, you will direct the pushback, towing, and repositioning of American Airlines aircraft, keeping our network moving on time while building a team culture rooted in safety, accountability, and continuous improvement.

What you'll do:

• Safety First: Be a safety advocate: proactively identify towing and pushback safety concerns, equipment condition, procedural compliance, and team behaviors and address them in real time. Conduct ride-alongs, self-audits, field observations, and root cause investigations to maintain a consistently safe movement area.
• Team Leadership: Establish team and individual goals; coach and mentor frontline towing agents in skill development, safety behavior, and company culture. Establish and promote effective relationships with team members that foster compassion, authenticity, integrity, respect and dignity. Embrace the core values: passion, commitment, efficiency, reliability, dependability, optimism, honesty, and positivity.
• Resource Management: Partner with crew chiefs who direct frontline towing assignments; ensure adequate tugs and towbars are available to meet operational demands safely and on time.
• Cross-Functional Coordination: Coordinate with Ramp Operations, Tech Ops, Hub Control, Ramp Control, and ATC; manage escalated issues and deliver key operational information to the team.
• Compliance & Continuous Improvement: Ensure adherence to JCBA, corporate policy, and training requirements; solicit feedback at all levels to drive operational improvement.

All you'll need for success:

• Minimum Qualifications- Education & Prior Job Experience: High School diploma or GED equivalency
• Preferred Qualifications- Education & Prior Job Experience: Previous airport ramp or ground operations experience with direct exposure to aircraft towing or pushback 2+ years leading others in a safety-critical operational environment Knowledge of company policies, procedures, and functional automation applications
• Skills, Licenses & Certifications: Strong safety mindset; ability to monitor, assess, and correct team and operational performance. Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive work environment. Critical thinking and sound judgment in time-sensitive aircraft movement scenarios Effective communicator and active listener; ability to collaborate across multiple departments Ability to work independently as well as collaboratively. Ability to work under demanding operational conditions on an active movement area. Ability to prioritize and execute with a sense of urgency and preciseness. Ability to use sound business judgment to resolve issues with internal and external customers. Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook) Valid driver's license; ability to qualify for SIDA badge Has or can obtain USPS clearance (5-year U.S. residency requirement) Ability to work rotating shifts including weekends, holidays, and days off; available for extended hours as operationally needed

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, 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 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.