Airport CS Ops Manager: Lead with Safety

American Airlines; Dallas (TX); On-site; USD 85,000 - 95,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k) program

Employee discounts

Job summary

American Airlines is seeking a Customer Service Manager for Airport Workforce Management at the DFW location. You will lead frontline teams, align staffing to flights, and drive safety and service excellence across operations at highly congested airports.

The role requires strong leadership, operational judgment, and the ability to manage multiple software tools like GS Realtime, Prime, GETNG, and SABRE to optimize staffing and flight coverage.

Qualifications

• High School diploma or GED required.
• Experience in airport customer service preferred.
• Leadership experience and knowledge of company policies.
• Familiarity with automation applications used in operations.

Responsibilities

• Drive operational excellence with a safety-conscious, end-to-end customer service focus.
• Act as safety advocate and address concerns as needed.
• Set team and individual goals and coach frontline members.
• Foster relationships with team members emphasizing compassion and respect.
• Allocate resources to meet operational goals safely.
• Conduct self-audits, observations, and root-cause analyses for safety.
• Promote cross-department communication to achieve goals.
• Ensure JCBA compliance and adherence to policy.

Skills

Employee engagement

Active listening

Critical thinking

Performance monitoring

Decision making

Time management

Multitasking

Safety compliance

Education

High School diploma or GED

Airport customer service experience

2 years experience leading others

Knowledge of policies & automation apps

Tools

GS Realtime

Prime

GETNG

SABRE

Microsoft Office

Job description

American Airlines is seeking a Customer Service Manager for Airport Workforce Management at the DFW location. You will lead frontline teams, align staffing to flights, and drive safety and service excellence across operations at highly congested airports.

The role requires strong leadership, operational judgment, and the ability to manage multiple software tools like GS Realtime, Prime, GETNG, and SABRE to optimize staffing and flight coverage.