Supervisor, Customer Success

Intro

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!

Why you'll love this job

As a Customer Success Supervisor, you will be an integral part of our Reservations and Service Recovery team, responsible for leading a team of Customer Success Specialists managing and resolving customer inquiries, feedback, and complaints. The role requires 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 team members while help maintaining 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.

What you'll do

• Strive to achieve AA, Service Recovery, and individual performance goals with every travel professional, partner, and customer interaction
• Recruit, develop, and supervise a team of Customer Success Specialists, who serve as the single point-of-contact for customers who have experienced any service failures, including but not limited to customer relations, refunds, baggage claims, or issues related to customers’ AAdvantage accounts
• Provide leadership, guidance, and support to a team of Customer Success Specialists
• Conduct regular performance evaluations and implement improvement plans as needed
• Foster a positive and collaborative team culture
• Work in a team environment to pursue creative solutions to service failures
• Assist as a last point of contact for escalated customer issues and ensure timely resolution using customer service skills to de-escalate difficult conversations, speak with professionalism and compassion at all times.
• 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 as recommended
• Monitor customer feedback and implement improvements based on customer input
• Support leadership with development and execution of department strategies and initiatives as needed
• Analyze performance trends and recommend enhancements to policies and procedures based on your analyses
• Serve team members and assist with conflict resolution
• 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
• Monitor key performance indicators (KPIs) to evaluate the effectiveness of customer service operations
• Leverage technology and customer service tools to streamline processes and enhance the overall customer experience

All you'll need for success

Required Qualifications

• Bachelor’s degree in relevant field or equivalent experience/training
• 2 years work experience leading and developing people
• Knowledge of Microsoft Office including Word, Excel, PowerPoint, and Outlook

Preferred Qualifications

• Strong passion for Customer Experience Excellence
• Strong analytical skills as demonstrated in previous roles
• Familiarity with airline operations, policies, and regulations
• Knowledge of customer service software and tools
• Knowledge of Ventana, NetTracer, WorldTracer (Advocate) and other SABRE applications
• Fluent in both English and Spanish

Skills, Licenses and Certifications

• Strong leadership and interpersonal skills
• Excellent communication and problem-solving abilities.
• Flexibility to work any shift and ability to work some weekends and holidays as necessary
• 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
• Ability to quickly learn and become proficient in new software applications
• Ability to be self-motivated and a team player
• Ability to multi-task and manage multiple projects and prioritize workload
• Ability to lead and motivate employees in working as a team

Language/Communication Skills

• Ability to effectively communicate both verbally and in writing with all levels within the organization
• Physical ability necessary to safely and successfully perform the essential functions of the position, with or without any legally required reasonable accommodations that do not pose an undue hardship. Note: If the Company has reason to question an employee’s physical ability to safely and/or successfully perform the position’s essential job functions, the HR team generally will engage in an interactive process to determine whether a reasonable accommodation is appropriate. HR (working with the operation) ordinarily first speaks with the team member directly and they mutually identify the physical demands of the job that are or may be impacted by the employee’s obvious or known condition. Then, if necessary, HR would request medical documentation from the team member’s treating physician or others to confirm the employee’s ability to perform those essential job functions safely and successfully.

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

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