Customer Service Manager, Airport Customer Experience

About the role

American Airlines is seeking a Customer Service Manager to lead the Airport Customer Experience team. You will ensure a high‑performing, safe, and customer‑focused operation across airport locations.

Key responsibilities

• Drive operational excellence and compliance with DOT, FAA and other regulations.
• Create a supportive environment that celebrates frontline team successes.
• Lead and coach airport staff to deliver superior customer service while maintaining safety and efficiency.
• Provide exceptional support mechanisms for frontline members.
• Mentor team members in skill development, company culture, and customer service elevation.
• Foster mutual respect, trust, and effective relationships with internal and external customers.
• Assess operational conditions and collaborate across departments to meet corporate and local scorecard metrics.
• Work extra hours and rotating shifts, including weekends and holidays, as operational needs require.

Required profile

• High School diploma or GED equivalent.
• Previous airport customer service experience preferred.
• At least 2 years of experience leading others.
• Knowledge of company policies, procedures and functional automation applications.

Required skills

• Ability to engage and motivate a workforce through proactive employee engagement.
• Active listening and critical‑thinking abilities.
• Capability to monitor and assess performance of self, team members and operations.