Airport Customer Experience Leader | Frontline Coach & Ops

American Airlines; San Antonio (TX); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k) program

Employee discounts

Job summary

American Airlines is seeking a Customer Service Manager for Airport Customer Experience in San Antonio (SAT). You will lead frontline staff to deliver a safe, reliable operation and elevated customer service.

The role emphasizes coaching, collaboration across departments, and adherence to FAA/DOT rules. Applicants should have a high school diploma, 2+ years of supervisory experience, and familiarity with airline policies and shared systems.

Qualifications

• High School diploma or GED required.
• Previous airport customer service experience preferred.
• 2 years experience leading others in a fast-paced environment.
• Knowledge of company policies and procedures and functional automation applications.

Responsibilities

• Drives operational excellence and maintains high-performance standards.
• Leads airport team to deliver safe, efficient operations and superior customer service.
• Coaches frontline team members in skill development and company culture.
• Builds strong relationships with internal and external customers to ensure smooth operations.
• Ensures compliance with Federal, state, and local regulations including DOT and FAA requirements.
• Oversees scheduling and coverage, including weekends, holidays, and variable shifts.

Skills

Frontline team leadership

Operational excellence

Coaching & development

Customer service focus

Regulatory compliance

Cross-functional collaboration

Communication skills

Decision making

People management

Shift scheduling

Education

High School diploma or GED

Tools

Microsoft Office

Airport operations systems

Job description

American Airlines is seeking a Customer Service Manager for Airport Customer Experience in San Antonio (SAT). You will lead frontline staff to deliver a safe, reliable operation and elevated customer service.

The role emphasizes coaching, collaboration across departments, and adherence to FAA/DOT rules. Applicants should have a high school diploma, 2+ years of supervisory experience, and familiarity with airline policies and shared systems.