Customer Service Manager, Airport Customer Care

About the role

Join American Airlines as a Customer Service Manager in the Airport Customer Care team. You will lead front‑line staff to deliver safe, reliable operations and an exceptional experience for passengers, colleagues and vendors. The role combines operational oversight with coaching and safety advocacy in a fast‑paced airport environment.

Key responsibilities

• Drive operational excellence while maintaining 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 and mentor front‑line team members on skill development, customer service standards and company culture.
• Foster respectful, authentic relationships that reflect core values.
• Allocate resources effectively to meet operational targets safely.
• Conduct self‑audits, observations, root‑cause investigations and other safety engagements to ensure reliability.
• Promote cross‑department communication to achieve common goals.
• Ensure compliance with the Joint Collective Bargaining Agreement (JCBA) and related policies.

Required profile

• Goal‑oriented leader with a passion for safety, teamwork and delivering quality service.
• Comfortable working in a fast‑paced, dynamic airport environment.
• Ability to develop front‑line staff, fostering mutual respect, trust and responsibility.
• Strong commitment to the company’s core values and to improving lives through daily operations.
• Familiarity with collective bargaining agreements and ability to ensure team adherence.

Required skills