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 champion safety, operational excellence, and an exceptional passenger experience while developing front‑line talent.

Key responsibilities

• Drive operational excellence and maintain a safety‑focused environment.
• Act as a safety advocate by identifying and addressing safety concerns.
• Set team and individual goals aligned with departmental and company objectives.
• Coach, mentor, and develop front‑line staff 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 clear communication across departments to support team engagement.

Required profile

• Strong passion for safety, teamwork, and leadership in a fast‑paced environment.
• Ability to foster mutual respect, trust, responsibility, and core values among staff.
• Experience leading and developing front‑line teams.
• Commitment to delivering high‑quality service to customers, colleagues, and vendors.

Required skills

What we offer

• Competitive salary range of $51,000 – $86,500 per year.
• Leadership development program within a global airline.
• Opportunities to travel and grow professionally.