Airport Customer Experience Leader

American Airlines; North Carolina; On-site; USD 65,000 - 90,000; 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 for Airport Customer Experience in Raleigh/Durham, NC. The role leads frontline teams to deliver an elevated customer experience, while ensuring safe, reliable operations in line with FAA and other regulations.

You will coach staff, foster a culture of respect and collaboration, and build strong relationships with internal and external customers to support a high-performance operation. This role requires flexibility with rotating shifts.

Qualifications

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

Responsibilities

• Drives operational excellence.
• Leads frontline team to deliver exceptional customer service.
• Ensures safety, efficiency and compliance with DOT, FAA and local regulations.
• Coaches and mentors team members in skills and culture.
• Builds relationships with internal and external customers to support a high-performing operation.
• Manages resources to enable high performance and on-time operations.
• Works rotating shifts including weekends, holidays and days-off.

Skills

Frontline engagement

Coaching & mentoring

Customer service excellence

Safety compliance

Microsoft Office

Communication skills

Team leadership

Education

High School diploma or GED

Tools

MS Office

Job description

American Airlines is seeking a Customer Service Manager for Airport Customer Experience in Raleigh/Durham, NC. The role leads frontline teams to deliver an elevated customer experience, while ensuring safe, reliable operations in line with FAA and other regulations.

You will coach staff, foster a culture of respect and collaboration, and build strong relationships with internal and external customers to support a high-performance operation. This role requires flexibility with rotating shifts.