Airport Customer Experience Leader

American Airlines; Raleigh, Durham (NC, NC); On-site; USD 75,000 - 105,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k) program

Employee Assistance Program

Pet insurance

Discounts on hotels, cars, cruises and

More benefits

Job summary

American Airlines is seeking a Customer Service Manager for Airport Customer Experience in Raleigh, NC. You will lead front-line teams at the Raleigh/Durham area, driving operational excellence and a high level of customer service while ensuring safety and compliance with DOT, FAA, and other agencies.

The role emphasizes coaching, employee engagement, and collaboration across departments to deliver a reliable, elevated travel experience for customers and colleagues alike.

Qualifications

• Minimum Qualifications- Education & Prior Job Experience: High School diploma or GED equivalency.

Responsibilities

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

Job description

American Airlines is seeking a Customer Service Manager for Airport Customer Experience in Raleigh, NC. You will lead front-line teams at the Raleigh/Durham area, driving operational excellence and a high level of customer service while ensuring safety and compliance with DOT, FAA, and other agencies.

The role emphasizes coaching, employee engagement, and collaboration across departments to deliver a reliable, elevated travel experience for customers and colleagues alike.