Customer Service Manager – Airport Customer Experience

About the role

American Airlines is seeking a Customer Service Manager to lead the Airport Customer Experience team. You will ensure safe, reliable operations while delivering an elevated experience for passengers and supporting frontline staff.

Key responsibilities

• Drive operational excellence and compliance with DOT, FAA and other regulations.
• Create a supportive environment that celebrates frontline team successes.
• Lead airport staff to perform safely and efficiently.
• Provide exceptional support and coaching to enable superior customer service.
• Promote mutual respect, trust and strong relationships with internal and external customers.
• Assess operational conditions and collaborate across departments to meet scorecard metrics.
• Work extra hours and rotating shifts, including weekends and holidays, as operational needs require.

Required profile

• High School diploma or GED equivalent (minimum).
• Previous airport customer service experience preferred.
• At least 2 years of experience leading others.
• Familiarity with company policies, procedures and functional automation applications.
• Strong employee engagement and inclusive workplace mindset.
• Active listening, critical thinking and performance monitoring abilities.

Required skills