Senior Airport Customer Service Manager - LAX International Airport Leadership & Team Development Position
Join the arenaflex Team: Shape Airport Customer Experience
Are you ready to embark on an exciting career journey with one of the most dynamic organizations in the aviation industry? At arenaflex, we believe that every journey matters, and we're looking for a passionate, results-driven professional to lead our airport customer service operations at Los Angeles International Airport (LAX). This is more than just a job – it's an opportunity to make a meaningful impact on thousands of travelers every day while developing your leadership skills and advancing your career in a fast-paced, rewarding environment.
As a Senior Airport Customer Service Manager at arenaflex, you'll be at the heart of our operations, leading a team of dedicated frontline colleagues who are committed to delivering exceptional customer experiences. You'll be responsible for ensuring safe, efficient operations while fostering a culture of excellence, respect, and continuous improvement. If you're ready to take the next step in your career and join a team that values innovation, teamwork, and customer satisfaction, we invite you to apply today!
Why Choose arenaflex for Your Career
At arenaflex, we understand that our greatest asset is our people. That's why we're committed to providing our employees with the tools, resources, and support they need to succeed both professionally and personally. When you join the arenaflex family, you become part of a global network of professionals who are dedicated to connecting people and places across the world.
Our culture is built on core values that guide everything we do: passion, commitment, efficiency, reliability, honesty, optimism, and dedication. We believe in creating an inclusive workplace where every team member feels valued, respected, and empowered to reach their full potential. As a leader at arenaflex, you'll have the opportunity to not only develop your own skills but also mentor and grow the next generation of aviation professionals.
One of the many benefits of working at arenaflex is access to comprehensive travel privileges. You, your family, and your friends can enjoy discounted travel to over 365 destinations across our extensive global network of more than 6,800 daily flights. Whether you've always dreamed of exploring exotic locations or simply want to visit loved ones more easily, arenaflex travel benefits make the world more accessible than ever before.
Position Overview: Senior Airport Customer Service Manager
The Senior Airport Customer Service Manager plays a critical role in ensuring the smooth operation of our LAX hub. This position is responsible for leading, engaging, coaching, and developing frontline colleagues to deliver world-class customer service while maintaining the highest standards of safety and operational excellence.
As a key member of our Domestic Airports Group within the Client Experience Division, you'll be responsible for driving functional excellence in a safety-conscious environment that promotes end-to-end exceptional customer care. Your leadership will directly impact employee well-being, customer satisfaction, and overall operational performance.
Key Responsibilities
Lead Operational Excellence: Drive safe, high-performing operations by leading, engaging, coaching, and developing frontline colleagues to ensure they deliver exceptional customer experiences consistently.
Safety Advocacy: Act as a safety champion by identifying safety concerns, addressing them proactively, and fostering a culture where safety is everyone's top priority.
Team Development: Establish clear team and individual goals that support departmental and organizational objectives. Mentor and coach frontline colleagues in skill development, customer service escalation, and company culture behaviors.
Relationship Building: Build and promote effective colleague relationships that foster empathy, authenticity, integrity, respect, and pride in our organization.
Resource Management: Effectively allocate resources and provide appropriate support to enable teams to achieve operational goals safely and efficiently.
Operational Monitoring: Ensure ongoing safety and reliability of operations by conducting self-reviews, observations, root cause analyses, and other safety-related activities.
Cross-Functional Collaboration: Promote effective communication among departments to engage our team in working collaboratively toward shared goals.
Policy Compliance: Maintain knowledge of Joint Collective Bargaining Agreement (JCBA) and ensure colleagues adhere to corporate policies and procedures.
Issue Resolution: Address complex service deficiencies with minimal oversight, demonstrating strong problem-solving skills and sound business judgment.
Communication: Serve as a strong communicator with all levels of the operation, from frontline staff to senior management.
Technology Utilization: Manage multiple software programs simultaneously (including Prime, GETNG, Sabre, and GS Realtime) to quickly analyze operations and determine the best course of action throughout the day.
Dynamic Scheduling: Coordinate operations for frontline colleagues to manage flight turns at gates dynamically, adapting to changing conditions in real-time.
Staffing Optimization: Use available tools to identify and provide day-of overtime, staffing inputs, and gate reports to ensure adequate coverage.
Time Management: Be proactive and efficient with time management, prioritizing tasks to meet operational demands.
Flexibility: Work additional hours when operational requirements demand, including rotating shifts, weekends, holidays, and varied days off.
Essential Qualifications
Education: High school diploma or GED equivalency required; Bachelor's degree preferred
Experience: Previous airport customer service experience strongly preferred
Leadership Background: Minimum 2 years of experience leading others in a professional setting
Technical Knowledge: Knowledge of company policies, procedures, and applicable automation applications
Analytical Skills: Strong reasoning skills to identify strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
Communication Skills: Excellent active listening skills - focusing completely on what others are saying, taking time to understand points being made, and asking appropriate questions
Organizational Skills: Ability to prioritize and execute with urgency and precision while managing multiple competing demands
Judgment: Ability to use sound business judgment to resolve issues with internal and external customers
Collaboration: Ability to coordinate station activities and collaborate with multi-functional departments and external partners to ensure essential needs are met for safe, efficient, on-time operations
Technical Proficiency: Knowledge of Microsoft Office suite (Word, Excel, PowerPoint, Outlook) required
Security Clearance: Must have USPS clearance or the ability to obtain it (USPS requires a five-year U.S. residency requirement)
Preferred Qualifications
Previous leadership experience in a fast-paced customer service environment
Experience in the aviation or transportation industry
Demonstrated success in team building and employee development
Experience with labor relations and collective bargaining agreements
Knowledge of FAA regulations and airport operations
Bilingual language skills (Spanish preferred)
Core Competencies for Success
To thrive in this role, you'll need to demonstrate the following competencies:
Employee Engagement: Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive workspace.
Critical Thinking: Strong analytical abilities to evaluate situations, make data-driven decisions, and implement effective solutions.
Adaptability: Capacity to thrive in a fast-paced, dynamic environment and remain effective under pressure.
Emotional Intelligence: Strong interpersonal skills to build relationships, manage conflicts, and inspire trust among team members.
Decision-Making: Ability to make sound decisions quickly, even with incomplete information.
Performance Monitoring: Capacity to monitor and assess performance of self, colleagues, and operations to make improvements or take corrective action.
Independence and Collaboration: Ability to work independently as well as collaboratively with cross-functional teams.
Compensation and Benefits
We recognize that our employees are our most valuable asset, and we're committed to providing competitive compensation and comprehensive benefits. The salary range for this position is $57,000 to $79,000 annually, depending on experience and qualifications.
At arenaflex, we offer an extensive benefits package that includes:
Travel Benefits: Explore the world with travel privileges for you, your family, and friends to 365+ destinations on our global network.
Health Benefits: Comprehensive health, dental, prescription, and vision coverage from day one, plus virtual doctor visits and flexible spending accounts.
Wellness Programs: Access to resources and support to help you be your best self physically, mentally, and emotionally.
Retirement Savings: 401(k) program with employer contributions available after one year of service (depending on workgroup).
Employee Assistance Program: Confidential support for personal and professional challenges.
Additional Perks: Discounts on hotels, cars, cruises, and more. Pet insurance options also available.
Career Growth and Development
At arenaflex, we believe in investing in our employees' growth and development. As a Customer Service Manager, you'll have access to extensive training programs, mentorship opportunities, and career advancement pathways within the organization. We support your professional development through:
Comprehensive onboarding and ongoing training programs
Leadership development courses and workshops
Mentorship from experienced industry professionals
Internal promotion opportunities across our global network
Cross-functional exposure to different aspects of airport operations
Many of our senior leaders started in frontline positions and advanced through the organization, proving that arenaflex truly rewards dedication and performance.
Work Environment and Culture
LAX is one of the busiest airports in the world, offering an exciting, fast-paced work environment where no two days are alike. As a leader at arenaflex, you'll experience the energy of a global aviation hub while being part of a supportive team that treats each other like family.
Our commitment to diversity, equity, and inclusion is embedded in everything we do. We celebrate our differences and believe that diverse perspectives make us stronger. Our 20+ Employee Business Resource Groups are focused on connecting colleagues to our customers, suppliers, communities, and investors, helping employees reach their full potential and creating an inclusive workplace that addresses and exceeds the needs of our diverse world.
Ready to Take Flight?
If you're ready to feel an immense sense of pride and fulfillment as you do your part to keep one of the world's leading airlines operating smoothly while caring for people on life's journey, we encourage you to apply today!
This is your opportunity to join an organization that values its people, promotes from within, and offers opportunities for growth and development. Bring your passion, your leadership skills, and your commitment to excellence – and let’s soar to new heights together!
Arenaflex is an equal opportunity employer. We welcome applications from all qualified individuals regardless of race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected characteristic.
Apply now and begin your journey with arenaflex!
Are you ready to embark on an exciting career journey with one of the most dynamic organizations in the aviation industry? At arenaflex, we believe that every journey matters, and we're looking for a passionate, results-driven professional to lead our airport customer service operations at Los Angeles International Airport (LAX). This is more than just a job – it's an opportunity to make a meaningful impact on thousands of travelers every day while developing your leadership skills and advancing your career in a fast-paced, rewarding environment.
As a Senior Airport Customer Service Manager at arenaflex, you'll be at the heart of our operations, leading a team of dedicated frontline colleagues who are committed to delivering exceptional customer experiences. You'll be responsible for ensuring safe, efficient operations while fostering a culture of excellence, respect, and continuous improvement. If you're ready to take the next step in your career and join a team that values innovation, teamwork, and customer satisfaction, we invite you to apply today!
Why Choose arenaflex for Your Career
At arenaflex, we understand that our greatest asset is our people. That's why we're committed to providing our employees with the tools, resources, and support they need to succeed both professionally and personally. When you join the arenaflex family, you become part of a global network of professionals who are dedicated to connecting people and places across the world.
Our culture is built on core values that guide everything we do: passion, commitment, efficiency, reliability, honesty, optimism, and dedication. We believe in creating an inclusive workplace where every team member feels valued, respected, and empowered to reach their full potential. As a leader at arenaflex, you'll have the opportunity to not only develop your own skills but also mentor and grow the next generation of aviation professionals.
One of the many benefits of working at arenaflex is access to comprehensive travel privileges. You, your family, and your friends can enjoy discounted travel to over 365 destinations across our extensive global network of more than 6,800 daily flights. Whether you've always dreamed of exploring exotic locations or simply want to visit loved ones more easily, arenaflex travel benefits make the world more accessible than ever before.
Position Overview: Senior Airport Customer Service Manager
The Senior Airport Customer Service Manager plays a critical role in ensuring the smooth operation of our LAX hub. This position is responsible for leading, engaging, coaching, and developing frontline colleagues to deliver world-class customer service while maintaining the highest standards of safety and operational excellence.
As a key member of our Domestic Airports Group within the Client Experience Division, you'll be responsible for driving functional excellence in a safety-conscious environment that promotes end-to-end exceptional customer care. Your leadership will directly impact employee well-being, customer satisfaction, and overall operational performance.
Key Responsibilities
Lead Operational Excellence: Drive safe, high-performing operations by leading, engaging, coaching, and developing frontline colleagues to ensure they deliver exceptional customer experiences consistently.
Safety Advocacy: Act as a safety champion by identifying safety concerns, addressing them proactively, and fostering a culture where safety is everyone's top priority.
Team Development: Establish clear team and individual goals that support departmental and organizational objectives. Mentor and coach frontline colleagues in skill development, customer service escalation, and company culture behaviors.
Relationship Building: Build and promote effective colleague relationships that foster empathy, authenticity, integrity, respect, and pride in our organization.
Resource Management: Effectively allocate resources and provide appropriate support to enable teams to achieve operational goals safely and efficiently.
Operational Monitoring: Ensure ongoing safety and reliability of operations by conducting self-reviews, observations, root cause analyses, and other safety-related activities.
Cross-Functional Collaboration: Promote effective communication among departments to engage our team in working collaboratively toward shared goals.
Policy Compliance: Maintain knowledge of Joint Collective Bargaining Agreement (JCBA) and ensure colleagues adhere to corporate policies and procedures.
Issue Resolution: Address complex service deficiencies with minimal oversight, demonstrating strong problem-solving skills and sound business judgment.
Communication: Serve as a strong communicator with all levels of the operation, from frontline staff to senior management.
Technology Utilization: Manage multiple software programs simultaneously (including Prime, GETNG, Sabre, and GS Realtime) to quickly analyze operations and determine the best course of action throughout the day.
Dynamic Scheduling: Coordinate operations for frontline colleagues to manage flight turns at gates dynamically, adapting to changing conditions in real-time.
Staffing Optimization: Use available tools to identify and provide day-of overtime, staffing inputs, and gate reports to ensure adequate coverage.
Time Management: Be proactive and efficient with time management, prioritizing tasks to meet operational demands.
Flexibility: Work additional hours when operational requirements demand, including rotating shifts, weekends, holidays, and varied days off.
Essential Qualifications
Education: High school diploma or GED equivalency required; Bachelor's degree preferred
Experience: Previous airport customer service experience strongly preferred
Leadership Background: Minimum 2 years of experience leading others in a professional setting
Technical Knowledge: Knowledge of company policies, procedures, and applicable automation applications
Analytical Skills: Strong reasoning skills to identify strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
Communication Skills: Excellent active listening skills - focusing completely on what others are saying, taking time to understand points being made, and asking appropriate questions
Organizational Skills: Ability to prioritize and execute with urgency and precision while managing multiple competing demands
Judgment: Ability to use sound business judgment to resolve issues with internal and external customers
Collaboration: Ability to coordinate station activities and collaborate with multi-functional departments and external partners to ensure essential needs are met for safe, efficient, on-time operations
Technical Proficiency: Knowledge of Microsoft Office suite (Word, Excel, PowerPoint, Outlook) required
Security Clearance: Must have USPS clearance or the ability to obtain it (USPS requires a five-year U.S. residency requirement)
Preferred Qualifications
Previous leadership experience in a fast-paced customer service environment
Experience in the aviation or transportation industry
Demonstrated success in team building and employee development
Experience with labor relations and collective bargaining agreements
Knowledge of FAA regulations and airport operations
Bilingual language skills (Spanish preferred)
Core Competencies for Success
To thrive in this role, you'll need to demonstrate the following competencies:
Employee Engagement: Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive workspace.
Critical Thinking: Strong analytical abilities to evaluate situations, make data-driven decisions, and implement effective solutions.
Adaptability: Capacity to thrive in a fast-paced, dynamic environment and remain effective under pressure.
Emotional Intelligence: Strong interpersonal skills to build relationships, manage conflicts, and inspire trust among team members.
Decision-Making: Ability to make sound decisions quickly, even with incomplete information.
Performance Monitoring: Capacity to monitor and assess performance of self, colleagues, and operations to make improvements or take corrective action.
Independence and Collaboration: Ability to work independently as well as collaboratively with cross-functional teams.
Compensation and Benefits
We recognize that our employees are our most valuable asset, and we're committed to providing competitive compensation and comprehensive benefits. The salary range for this position is $57,000 to $79,000 annually, depending on experience and qualifications.
At arenaflex, we offer an extensive benefits package that includes:
Travel Benefits: Explore the world with travel privileges for you, your family, and friends to 365+ destinations on our global network.
Health Benefits: Comprehensive health, dental, prescription, and vision coverage from day one, plus virtual doctor visits and flexible spending accounts.
Wellness Programs: Access to resources and support to help you be your best self physically, mentally, and emotionally.
Retirement Savings: 401(k) program with employer contributions available after one year of service (depending on workgroup).
Employee Assistance Program: Confidential support for personal and professional challenges.
Additional Perks: Discounts on hotels, cars, cruises, and more. Pet insurance options also available.
Career Growth and Development
At arenaflex, we believe in investing in our employees' growth and development. As a Customer Service Manager, you'll have access to extensive training programs, mentorship opportunities, and career advancement pathways within the organization. We support your professional development through:
Comprehensive onboarding and ongoing training programs
Leadership development courses and workshops
Mentorship from experienced industry professionals
Internal promotion opportunities across our global network
Cross-functional exposure to different aspects of airport operations
Many of our senior leaders started in frontline positions and advanced through the organization, proving that arenaflex truly rewards dedication and performance.
Work Environment and Culture
LAX is one of the busiest airports in the world, offering an exciting, fast-paced work environment where no two days are alike. As a leader at arenaflex, you'll experience the energy of a global aviation hub while being part of a supportive team that treats each other like family.
Our commitment to diversity, equity, and inclusion is embedded in everything we do. We celebrate our differences and believe that diverse perspectives make us stronger. Our 20+ Employee Business Resource Groups are focused on connecting colleagues to our customers, suppliers, communities, and investors, helping employees reach their full potential and creating an inclusive workplace that addresses and exceeds the needs of our diverse world.
Ready to Take Flight?
If you're ready to feel an immense sense of pride and fulfillment as you do your part to keep one of the world's leading airlines operating smoothly while caring for people on life's journey, we encourage you to apply today!
This is your opportunity to join an organization that values its people, promotes from within, and offers opportunities for growth and development. Bring your passion, your leadership skills, and your commitment to excellence – and let’s soar to new heights together!
Arenaflex is an equal opportunity employer. We welcome applications from all qualified individuals regardless of race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected characteristic.
Apply now and begin your journey with arenaflex!