Customer Service Manager, Airport Customer Care

About the role

American Airlines is seeking a goal‑oriented Customer Service Manager to lead the Airport Customer Care team. You will ensure a safe, high‑performing operation while delivering an exceptional experience for passengers, front‑line staff, and vendors.

Key responsibilities

• Drive operational excellence and maintain a safety‑focused environment.
• Act as a safety advocate, identifying and addressing safety concerns.
• Set team and individual goals aligned with departmental and company objectives.
• Coach, mentor, and develop front‑line team members in customer service and company culture.
• Allocate resources effectively to meet operational targets safely.
• Conduct self‑audits, observations, root‑cause investigations, and other safety engagements.
• Promote cross‑department communication to achieve common goals.
• Ensure compliance with the Joint Collective Bargaining Agreement (JCBA).

Required profile

• Strong passion for safety, teamwork, and delivering quality service.
• Ability to thrive in a fast‑paced, dynamic airport environment.
• Proven leadership skills with a focus on developing front‑line staff.
• Commitment to fostering mutual respect, trust, and core company values.

Required skills