Customer Service Manager – Airport Customer Experience

About the role

American Airlines is seeking a Customer Service Manager to lead the Airport Customer Experience Administration team. The role focuses on delivering safe, high‑performing operations while ensuring an exceptional experience for passengers, front‑line staff and vendors.

Key responsibilities

• Drive operational excellence and maintain a safety‑focused environment across airport customer service functions.
• Act as a safety advocate by identifying concerns, conducting self‑audits, observations and root‑cause investigations.
• Set team and individual goals aligned with departmental and company objectives; coach and mentor front‑line staff in skill development and company culture.
• Foster effective relationships built on compassion, authenticity, integrity, respect and dignity.
• Allocate resources and provide support to enable teams to meet operational goals safely.
• Promote cross‑department communication to enhance teamwork and service delivery.
• Ensure ongoing reliability of operations through regular safety and reliability checks.

Required profile

• Proven experience leading front‑line customer service teams in a fast‑paced, safety‑critical environment.
• Strong commitment to safety, teamwork and delivering high‑quality service.
• Ability to coach, mentor and develop staff while fostering a culture of mutual respect.
• Excellent communication and interpersonal skills.

Required skills

• Leadership and team management.
• Safety auditing and root‑cause analysis.
• Operational planning and resource allocation.

What we offer

• Competitive salary range of $63,000 – $86,500 per year.
• Opportunities for travel and professional growth within a global airline.
• Access to American Airlines’ leadership development programs.
• Supportive work environment that values work‑life balance.