They’ve Got Your Back: Meet American’s System Customer Service Managers

NORTHAMPTON, MA / ACCESSWIRE / April 30, 2024 / American Airlines

Day and night, rain or shine, American's team of system customer service managers (SCSM) has a sharp focus on our customers, helping to ensure their journeys go smoothly. Though they're based at American's Integrated Operations Center (IOC) in Fort Worth, Texas, the SCSMs have their eye on every customer, looking for operational solutions to get customers on their way.

Daniel Schiff, the IOC's Senior Manager of Network Ops Strategy, recently sat down with System Customer Service Manager Kim Burrell for a discussion about their roles at the IOC.

Daniel: Let's start with the basics: what is American's Integrated Operations Center?

Kim: We call it the IOC, and it's the nerve center of our airline. In this large facility, more than 20 workgroups - and 1,700 team members - come together to help run our airline 24 hours a day, seven days a week, 365 days a year. We work collaboratively to solve challenges that come our way, from weather to anything else.

Daniel: Our strategy is our customers, and the SCSMs ensure our customers get where they want to go smoothly. The team is always thinking ahead to minimize disruptions.

Kim: That's exactly right. A day in the life for me is busy and full of twists and turns. When I get in, I'm assigned to a unit, which is broken down by the types of aircraft we operate and hubs that we fly into. The unit is led by an Operations Coordinator, who works in tandem with team members overseeing our fleet, our crew members and, in the case of SCSMs, our customers.

Daniel: SCSMs have a key role in caring for group travel. We have large groups -sometimes really large groups with hundreds of customers - who travel throughout our network. It's critically important they have a seamless journey when traveling with us. If one of these groups were to misconnect, it might be harder to reaccommodate them as there likely wouldn't be enough available seats on the next flight, unlike when we have individual travelers and smaller parties to reaccommodate. The first order of business is alerting our airport teams that these groups are coming through to make sure we have a plan for them. Sometimes we'll hold their connecting flight, and we've even found back-up aircraft for these groups because they're such a big part of our operation.