Customer Service Manager – Airport Experience

About the role

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

Key responsibilities

• Drive operational excellence while maintaining a safety‑first environment.
• Act as a safety advocate, identifying and addressing safety concerns promptly.
• Set team and individual goals aligned with departmental and corporate objectives.
• Coach, mentor, and develop front‑line team members in customer service and company culture.
• Foster respectful, authentic relationships that promote trust and dignity.
• Allocate resources effectively to meet operational targets safely.
• Conduct self‑audits, observations, root‑cause investigations, and other safety engagements.
• Promote cross‑departmental communication to achieve common goals.
• Ensure compliance with the Joint Collective Bargaining Agreement (JCBA) and related policies.

Required profile

• Strong passion for safety, teamwork, and delivering high‑quality service.
• Ability to thrive in a fast‑paced, dynamic airport environment.
• Demonstrated leadership skills with a focus on developing front‑line staff.
• Commitment to core values such as respect, integrity, and responsibility.

Required skills