Airport Customer Experience Leader & Safety Champion

American Airlines; New York (NY); On-site; USD 51,000 - 87,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k) plan

Job summary

American Airlines is hiring a Customer Service Manager in the Airport Customer Experience Administration. Located at JFK, NY, you will lead frontline teams to ensure safe, high‑performing operations and exceptional customer service across the airport environment.

You will mentor staff, implement training, and collaborate with cross-functional teams to uphold safety standards and service excellence. A leadership program supports growth into higher‑level roles within a dynamic, global airline.

Qualifications

• Minimum: High School diploma or GED equivalency.
• Preferred: airport customer service experience and team leadership.
• Knowledge of company policies and procedures and basic automation applications.

Responsibilities

• Drives operational excellence while maintaining a safety-conscious environment and delivering exceptional customer service.
• Actively coaches and mentors frontline team members in skills and service elevation.
• Establishes team and individual goals aligned with department and company objectives; promotes respectful culture.
• Allocates resources efficiently to enable safe, on-time operations and service delivery.
• Performs self-audits and investigations to ensure ongoing safety and reliability of operations.
• Communicates across departments to coordinate efforts and achieve common goals.

Skills

Customer service leadership

Team coaching

Safety awareness

Communication

Problem solving

Education

High School diploma or GED

Job description

American Airlines is hiring a Customer Service Manager in the Airport Customer Experience Administration. Located at JFK, NY, you will lead frontline teams to ensure safe, high‑performing operations and exceptional customer service across the airport environment.

You will mentor staff, implement training, and collaborate with cross-functional teams to uphold safety standards and service excellence. A leadership program supports growth into higher‑level roles within a dynamic, global airline.