Customer Service Manager – Airport Operations

About the role

American Airlines is seeking a Customer Service Manager to lead its Airport Customer Care team. In this position you will ensure a safe, high‑performing operation while delivering an exceptional experience to passengers, front‑line staff and vendors.

Key responsibilities

• Drive operational excellence and maintain a safety‑focused environment.
• Act as a safety advocate by identifying concerns and implementing corrective actions.
• Set team and individual goals aligned with departmental and company objectives.
• Coach, mentor and develop front‑line team members in customer service, skill growth and company culture.
• Allocate resources effectively to meet operational targets safely.
• Conduct self‑audits, observations, root‑cause investigations and other safety engagements to ensure reliability.
• Promote clear communication across departments to support team engagement.

Required profile

• Goal‑oriented leader with a passion for safety, teamwork and delivering quality service.
• Comfortable working in a fast‑paced, dynamic airport environment.
• Ability to foster mutual respect, trust and responsibility among front‑line staff.
• Strong commitment to developing people and connecting them to the company’s core values.

Required skills

• No specific technical skills listed.

What we offer

• Competitive salary range of $51,000 – $86,500 per year.
• Opportunities to travel worldwide and grow within a global airline.
• Leadership development program to advance your career.
• Supportive culture that values personal and professional enrichment.