Sr Manager, Customer Care Policy & Procedure

Welcome to American Airlines, where we strive to provide exceptional customer service to our valued travelers. We are currently seeking a highly experienced and detail-oriented Senior Manager to join our Customer Care team. In this role, you will be responsible for developing and implementing policies and procedures that ensure our customers receive the best possible care and resolution for any concerns or issues they may encounter. As a leader in our Customer Care department, you will play a critical role in maintaining our reputation for excellence and ensuring our customers have a positive experience with our airline. If you have a passion for customer service and a strong background in policy and procedure development, we encourage you to apply for this exciting opportunity.

1. Develop and implement policies and procedures for the Customer Care department to ensure exceptional customer service is provided to all travelers.
2. Oversee and manage a team of customer service representatives, providing guidance and support as needed.
3. Monitor and analyze customer feedback and data to identify areas for improvement and make recommendations for process changes.
4. Collaborate with other departments, such as Operations and Marketing, to ensure a seamless customer experience.
5. Create and maintain training programs for customer service representatives to ensure consistent and high-quality service is delivered to customers.
6. Handle complex customer inquiries and complaints, providing effective and timely resolution.
7. Stay current on industry trends and best practices in customer service to continuously improve the customer experience.
8. Communicate and enforce company policies and procedures to ensure compliance and consistency among the customer care team.
9. Develop and maintain relationships with key stakeholders, including other departments, vendors, and partners, to support the customer care function.
10. Track and report on key performance metrics and provide regular updates to senior management on the success of the customer care department.
11. Conduct regular performance evaluations and provide coaching and feedback to team members to foster their professional growth and development.
12. Ensure the customer care team is adequately staffed and trained to handle customer inquiries and complaints, including during peak travel periods.
13. Maintain a positive and professional work environment that promotes teamwork, communication, and a commitment to customer satisfaction.
14. Represent American Airlines in a positive and professional manner at all times, both internally and externally.

According to JobzMall, the average salary range for a Sr Manager, Customer Care Policy & Procedure in Fort Worth, TX, USA is $97,000 to $140,000 per year. This range can vary depending on factors such as the size and industry of the company, the candidate's level of experience and education, and the specific responsibilities and duties of the role.

American Airlines Group, Inc. is a holding company whose business activity is the operation of a network carrier through its principal wholly-owned mainline operating subsidiary, American. The company provides air transportation for passengers and cargo. It cargo division provides a range of freight and mail services, with facilities and interline connections available across the globe.