Airport Customer Experience Leader

American Airlines Inc.; Kansas City (MO); On-site; USD 60,000 - 78,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k)

Employee discounts

Job summary

American Airlines Inc. is seeking a results-driven leader to manage front-line teams at Kansas City. You will drive operational excellence, coach staff, and ensure a safe, compliant, on-time operation while delivering an elevated customer experience.

The role requires strong communication, ability to work rotating shifts, and experience in airport or frontline supervision, with emphasis on teamwork, adherence to DOT/FAA regulations, and a commitment to inclusive, high-performance service.

Qualifications

• High School diploma or GED equivalency required.
• Airport customer service experience preferred.
• Minimum 2 years of team leadership experience.
• Familiarity with company policies, procedures and functional automation applications.

Responsibilities

• Drives operational excellence across the front-line team.
• Leads airport team to perform safely, efficiently and in compliance with DOT and FAA.
• Coaches and mentors staff to elevate customer service and culture.
• Develops strong relationships with internal and external customers.
• Ensures resources and structure support high performance.
• Supports scheduling, rotating shifts, and weekend/holiday coverage.

Skills

Frontline leadership

Active listening

Critical thinking

Decision making

Team coordination

Customer service

Working under pressure

Time management

Microsoft Office

USPS clearance

FAA background check

Driver's license

Education

High School diploma or GED equivalency

Tools

Microsoft Office

Job description

American Airlines Inc. is seeking a results-driven leader to manage front-line teams at Kansas City. You will drive operational excellence, coach staff, and ensure a safe, compliant, on-time operation while delivering an elevated customer experience.

The role requires strong communication, ability to work rotating shifts, and experience in airport or frontline supervision, with emphasis on teamwork, adherence to DOT/FAA regulations, and a commitment to inclusive, high-performance service.