- As part of the Customer Experience Department, the Service Excellence Standards Manager will lead the team responsible for monitoring the consistency and quality of ser…

- Continuous Improvement: Monitor industry trends and best practices to identify opportunities for continuous service improvement. - Member of Crisis Management Center (C…

- ​Inspires, coached and develops employees to excel in achieving key contact center performance goals, including customer satisfaction, call quality and productivity - R…

- Provide quality customer service in a professional manner and in accordance with American’s guidelines. - Adhere to company policies, procedures, and performance standa…