Airport Customer Care Manager: Lead Safety & Service

American Airlines Inc.; Chicago (IL); On-site; USD 51,000 - 87,000; Full time

Benefits offered by this job

Travel Perks

Health Benefits

Wellness Programs

401(k) Program

Additional Benefits

Job summary

American Airlines, Inc. is seeking a results-driven Customer Service Manager for the Airport Customer Care team at Chicago O'Hare. You will lead frontline agents, drive safety, and deliver exceptional service while upholding airline standards and policies.

This role emphasizes people leadership, operational reliability, and a customer-first mindset in a fast-paced airport environment. You will collaborate with cross-functional teams, coach staff, and manage escalating service issues, ensuring

Qualifications

• High School diploma or GED equivalent required.
• Preferred airport customer service experience.
• Proven ability to lead and develop a frontline team.

Responsibilities

• Drives operational excellence in a safety-conscious environment and delivers exceptional customer service.
• Be a safety advocate and address safety concerns as needed.
• Establish team and individual goals aligned with departmental objectives; coach frontline staff.
• Foster relationships with team members built on compassion, integrity and respect.
• Allocate resources to support teams in achieving goals safely.
• Ensure ongoing safety and reliability through audits and investigations.
• Promote cross-department communication and collaboration.
• Understand and apply JCBA and corporate policies.
• Embrace core values: passion, commitment, efficiency, reliability and positivity.
• Manage escalated service issues and communicate expectations to frontline leaders.

Skills

Customer service leadership

Operations management

Safety compliance

Team coaching

Education

High School diploma or GED equivalency

Tools

Microsoft Office

Job description

American Airlines, Inc. is seeking a results-driven Customer Service Manager for the Airport Customer Care team at Chicago O'Hare. You will lead frontline agents, drive safety, and deliver exceptional service while upholding airline standards and policies.

This role emphasizes people leadership, operational reliability, and a customer-first mindset in a fast-paced airport environment. You will collaborate with cross-functional teams, coach staff, and manage escalating service issues, ensuring