Airport Customer Experience Leader

American Airlines; West Mifflin (Allegheny County); On-site; USD 34,000 - 42,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k) program

Employee discounts and perks

Job summary

American Airlines is seeking a dedicated airport operations professional to join the Customer Experience division. You will lead frontline teams, drive operational excellence, and ensure safe, compliant operations while delivering an elevated customer experience.

The role requires a high school diploma and prior airport customer service experience is preferred. Leadership experience and strong communication are essential for success in this fast-paced environment.

Qualifications

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

Responsibilities

• Drives operational excellence and customer experience.
• Leads frontline team and fosters a positive team culture.
• Ensures safety, compliance with Federal/state/local regulations (DOT, FAA, others).
• Provides frontline support to deliver superior customer service.
• Coaches and mentors team members in skill development and company values.
• Builds relationships with internal/external customers to enable high performance.
• Allocates resources to meet scorecard metrics across departments.
• Willing to work extra hours and rotating shifts including weekends/holidays.

Skills

Customer service

Team leadership

Communication

Problem solving

Attention to detail

Adaptability

Safety awareness

Education

High School diploma or GED

Tools

Microsoft Office

Job description

American Airlines is seeking a dedicated airport operations professional to join the Customer Experience division. You will lead frontline teams, drive operational excellence, and ensure safe, compliant operations while delivering an elevated customer experience.

The role requires a high school diploma and prior airport customer service experience is preferred. Leadership experience and strong communication are essential for success in this fast-paced environment.