Airport Customer Experience Leader

American Airlines; Sacramento (CA); On-site; USD 51,000 - 87,000; Full time

Benefits offered by this job

Travel Perks

Health Benefits

Wellness Programs

401(k) Program

Additional Benefits

Job summary

American Airlines in Sacramento is seeking a Customer Service Manager for the Airport Customer Experience. You will lead and develop frontline team members to deliver a high‑quality, safe, and on‑time operation while elevating the customer experience.

Responsibilities include driving operational excellence, coaching staff, ensuring regulatory compliance, and fostering a respectful, inclusive team culture. This role requires flexibility to work rotating shifts, weekends, and holidays.

Qualifications

• Minimum High School diploma or GED.
• Preferred airport customer service experience.
• Two years of leadership experience.
• Knowledge of company policies and procedures.

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.
• Provides frontline team exceptional support to deliver superior customer service.
• Coaches and mentors frontline team members in skill development and company culture.
• Establishes and promotes effective relationships with customers and internal stakeholders.

Skills

Frontline leadership

Customer service

Operational excellence

Communication

Safety compliance

Education

High School diploma or GED

Tools

Microsoft Office

Job description

American Airlines in Sacramento is seeking a Customer Service Manager for the Airport Customer Experience. You will lead and develop frontline team members to deliver a high‑quality, safe, and on‑time operation while elevating the customer experience.

Responsibilities include driving operational excellence, coaching staff, ensuring regulatory compliance, and fostering a respectful, inclusive team culture. This role requires flexibility to work rotating shifts, weekends, and holidays.