Customer Service Manager – Airport Experience

About the role

Join the Hubs & Gateways team within the Customer Experience Division to lead airport front‑line staff, ensure safe and reliable operations, and deliver an elevated customer experience for airline passengers.

Key responsibilities

• Drive operational excellence and compliance with DOT, FAA and other regulations.
• Create a supportive environment that celebrates team successes.
• Lead, coach and mentor front‑line team members to improve service quality and company culture.
• Provide exceptional support mechanisms enabling staff to deliver superior customer service.
• Foster respectful, trustworthy 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.
• Previous airport customer service experience preferred.
• At least 2 years of experience leading others.
• Knowledge of company policies, procedures and functional automation applications.
• Strong employee‑engagement mindset and inclusive leadership style.

Required skills

What we offer

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