Airport Customer Experience Lead

American Airlines; Columbus (OH); On-site; USD 51,000 - 87,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k) program

Employee discounts

Job summary

American Airlines in Columbus, OH seeks a Customer Service Manager for Airport Customer Experience to lead frontline staff, drive operational excellence, and ensure safety and compliance across shifts. The role emphasizes coaching, team engagement, and delivering an elevated customer experience.

Responsibilities include supervising frontline teammates, promoting teamwork, and coordinating with internal departments to meet performance metrics while supporting a high standard of service across the

Qualifications

• High School diploma or GED
• Experience leading frontline teams
• Airport customer service experience preferred
• Knowledge of company policies and procedures and FAA/DOT rules

Responsibilities

• Drive operational excellence and safe, reliable airport operations.
• Lead, coach and develop frontline team members to deliver exceptional customer service.
• Ensure compliance with Federal, state and local regulations including FAA/DOT.
• Foster a respectful, inclusive team culture and strong internal/external relationships.

Skills

Customer service leadership

Operations management

Coaching

Communication

MS Office

Education

High School diploma or GED

Tools

MS Office Suite

Job description

American Airlines in Columbus, OH seeks a Customer Service Manager for Airport Customer Experience to lead frontline staff, drive operational excellence, and ensure safety and compliance across shifts. The role emphasizes coaching, team engagement, and delivering an elevated customer experience.

Responsibilities include supervising frontline teammates, promoting teamwork, and coordinating with internal departments to meet performance metrics while supporting a high standard of service across the