Customer Service Manager – Airport Experience

About the role

Join the Hubs & Gateways team within American Airlines' Customer Experience Division as a Customer Service Manager. You will lead front‑line airport staff, ensuring safe, reliable operations while delivering an elevated experience for travelers.

Key responsibilities

• Drive operational excellence and meet corporate and local scorecard metrics.
• Create a supportive environment that celebrates team successes.
• Lead the airport team to work safely, efficiently, and in compliance with DOT, FAA and other regulations.
• Provide frontline staff with the tools and support needed to deliver superior customer service.
• Coach, mentor and develop team members in skill growth, customer service standards and company culture.
• Foster mutual respect, trust and strong relationships with internal and external customers.
• Assess operational conditions and collaborate across departments to resolve issues.
• Work flexible hours, including rotating shifts, weekends and holidays, as operational needs dictate.

Required profile

• High School diploma or GED (minimum).
• Previous airport customer service experience preferred.
• At least 2 years of experience leading a team.
• Familiarity with company policies, procedures and functional automation applications.

Required skills

• Proactive employee engagement to boost performance.
• Active listening and effective communication.
• Critical thinking and problem‑solving abilities.
• Capability to monitor and assess individual and team performance.

What we offer

• Opportunities to travel and grow within a global airline.
• A dynamic, inclusive workplace that values diversity.
• Competitive benefits and career development programs.