Customer Service Manager, Airport Customer Experience Administration

About the role

American Airlines is seeking a goal‑oriented Customer Service Manager to lead its Airport Customer Experience Administration team. You will ensure a safe, high‑performing operation while delivering exceptional service to passengers, front‑line staff, and vendors.

Key responsibilities

• Drive operational excellence with a focus on safety and customer satisfaction.
• 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 skill development and company culture.
• Foster respectful, authentic relationships among team members.
• Allocate resources effectively to meet operational goals safely.
• Conduct self‑audits, observations, root‑cause investigations, and other safety engagements.
• Promote cross‑department communication to support team engagement.

Required profile

• Strong leadership mindset with a passion for safety, teamwork, and delivering quality service.
• Ability to thrive in a fast‑paced, dynamic airport environment.
• Commitment to developing front‑line staff and fostering mutual respect and trust.
• Excellent communication and problem‑solving skills.

Required skills

What we offer

• Competitive salary range of $51,000 – $86,500 per year.
• Opportunities for travel, professional growth, and participation in American Airlines’ leadership development programs.