Airport Customer Care Leader – Growth & Travel Perks

American Airlines Inc.; Texas; On-site; USD 80,000 - 105,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k) contributions

Employee discounts

Job summary

American Airlines Inc. is seeking a Customer Service Manager for Airport Customer Care at DFW. The role leads frontline teams to deliver superior customer service while upholding safety and operational standards. You will drive performance, coach staff, and collaborate across departments to meet business goals.

The position requires strong leadership, excellent communication, and a commitment to company values. This on-site role supports the Airports Team within the Customer Experience Division.

Qualifications

• High School diploma or GED equivalency.

Responsibilities

• Drives operational excellence with a safety-conscious environment and delivers end-to-end customer service.
• Be a safety advocate and address safety concerns as needed.
• Coach and mentor frontline team members in skill development and customer service quality.
• Maintain effective relationships with team members built on compassion, integrity and respect.
• Allocate resources to enable teams to meet operational goals safely.
• Ensure safety and reliability through self-audits, observations and investigations.
• Promote cross-department communication to achieve common goals.
• Understand JCBA and ensure policy adherence.

Skills

Employee engagement

Active listening

Critical thinking

Performance monitoring

Decision making

Team collaboration

Prioritization

Problem solving

Education

High School diploma or GED equivalency

Job description

American Airlines Inc. is seeking a Customer Service Manager for Airport Customer Care at DFW. The role leads frontline teams to deliver superior customer service while upholding safety and operational standards. You will drive performance, coach staff, and collaborate across departments to meet business goals.

The position requires strong leadership, excellent communication, and a commitment to company values. This on-site role supports the Airports Team within the Customer Experience Division.