Airport Customer Experience Manager | Lead Frontline Team

American Airlines; Charlotte (NC); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Travel Perks

Health Benefits

Wellness Programs

401(k) Program

Job summary

American Airlines is seeking a Customer Service Manager to lead airport customer experience operations at Charlotte. You will drive end-to-end service excellence while maintaining safety and regulatory compliance, coaching frontline agents, and aligning with company policies.

You will supervise scheduling, performance, and collaboration across departments to deliver a reliable operation and exceptional customer experiences.

Qualifications

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

Responsibilities

• Drives operational excellence while keeping a safety-conscious environment that promotes end-to-end exceptional customer service.
• Be a safety advocate: Look for safety concerns and address them as needed.
• Establish team and individual goals in support of departmental and company objectives; Coaches and mentors frontline team members in skill development, customer service elevation and company culture behaviors.
• Establishes and promotes effective relationships with team members that fosters compassion, authenticity, integrity, respect and dignity.
• Effectively allocates resources and provides appropriate support to enable teams to deliver on operational goals in a safe manner.
• Ensure the ongoing safety and reliability of our operation by conducting self-audits, observations, root cause investigations and other related safety engagements.

Skills

Team leadership

Safety awareness

Coaching & mentoring

Communication

Multifunction collaboration

Decision making

Organizational skills

Problem solving

Education

High School diploma or GED equivalency

Tools

Microsoft Office

Job description

American Airlines is seeking a Customer Service Manager to lead airport customer experience operations at Charlotte. You will drive end-to-end service excellence while maintaining safety and regulatory compliance, coaching frontline agents, and aligning with company policies.

You will supervise scheduling, performance, and collaboration across departments to deliver a reliable operation and exceptional customer experiences.