Airport Customer Experience Leader

American Airlines; Austin (TX); On-site; USD 85,000 - 105,000; Full time

Benefits offered by this job

Travel Perks

Health Benefits

Wellness Programs

401(k) Program

Additional Benefits

Job summary

American Airlines is seeking a Customer Service Manager at AUS to lead a front-line team within the Airport Customer Experience group. You will drive operational excellence, coach staff, and ensure a safe, reliable, on-time operation while delivering an elevated customer experience.

This role requires coordinating with multiple departments and adapting to demanding schedules. The position is based at Austin-Bergstrom International and involves weekend/holiday shifts, with travel perks and

Qualifications

• High School diploma or GED equivalency.
• Previous airport customer service experience.
• 2 years experience leading others.
• Knowledge of company policies and procedures and functional automation applications.

Responsibilities

• Drives operational excellence.
• Creates an environment that cares for frontline team members and celebrates team successes.
• Leads airport team to work safely, efficiently and in compliance with DOT, FAA and local regulations.
• Provides frontline team exceptional support to deliver superior customer service.
• Coaches and mentors frontline team members in skill development and company culture.
• Promotes mutual respect and trust among frontline team members.
• Establishes relationships with external and internal customers to foster integrity and dignity.
• Provides direction and resources to enable high team performance.
• Assesses operating conditions to fulfill scorecard metrics through cross-department collaboration.
• Willing to work extra hours and rotating shifts including weekends and holidays.

Skills

Operational leadership

Frontline coaching

Customer service

Team development

Safety compliance

Communication skills

Microsoft Office

Education

High School diploma or GED equivalency

Tools

Microsoft Office

Job description

American Airlines is seeking a Customer Service Manager at AUS to lead a front-line team within the Airport Customer Experience group. You will drive operational excellence, coach staff, and ensure a safe, reliable, on-time operation while delivering an elevated customer experience.

This role requires coordinating with multiple departments and adapting to demanding schedules. The position is based at Austin-Bergstrom International and involves weekend/holiday shifts, with travel perks and