Customer Service Manager – Airport Customer Care

About the role

American Airlines is seeking a goal‑oriented Customer Service Manager to lead its Airport Customer Care team. You will be responsible for creating a safe, high‑performing environment while delivering exceptional service to passengers, frontline staff, and vendors.

Key responsibilities

• Drive operational excellence and maintain a safety‑focused culture across airport operations.
• Set team and individual goals aligned with departmental and company objectives.
• Coach, mentor, and develop frontline team members in customer service, skill growth, and company values.
• Conduct self‑audits, observations, and root‑cause investigations to ensure ongoing safety and reliability.
• Promote effective cross‑department communication to achieve common goals.
• Ensure compliance with the Joint Collective Bargaining Agreement (JCBA) and company policies.

Required profile

• Strong leadership mindset with a passion for safety, teamwork, and customer experience.
• Ability to foster an environment of mutual respect, trust, and responsibility.
• Experience managing frontline teams in a fast‑paced, dynamic setting.

Required skills

What we offer

• Opportunities for professional growth through a leadership development program.
• Travel benefits and a supportive, inclusive workplace culture.
• Competitive compensation and benefits package.