Airport Customer Experience Manager: Lead Frontline Teams

American Airlines; Windsor Locks (CT); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Travel Perks

Health Benefits

Wellness Programs

401(k) Program

Additional Benefits

Job summary

American Airlines in Hartford, CT is seeking a Customer Service Manager for Airport Customer Experience to lead a frontline team at Bradley International.

You will drive operational excellence, coach staff, ensure safety and regulatory compliance, and deliver an elevated, reliable customer service experience for travelers.

This role requires collaboration across departments, strong leadership, and the ability to work rotating shifts, including weekends, to keep the airport running smoothly.

Qualifications

• High School diploma or GED equivalency.
• Preferred Qualifications listed in the ad: airport customer service experience, 2 years experience leading others, knowledge of company policies and procedures and functional automation applications.

Responsibilities

• Drives operational excellence.
• Creates an environment that cares for frontline team members and celebrates the team successes.
• Leads airport team to perform their work in a safe, efficient manner and in compliance with Federal, state and local regulations including DOT, FAA and other government agencies.
• Provides frontline team exceptional support through a variety of mechanisms in order for them to deliver superior customer service.
• Coaches and mentors frontline team members in skill development, customer service elevation and company culture behaviors.
• Establishes and promotes effective relationships with external and internal customer base that fosters compassion, authenticity, integrity, respect and dignity.
• Provides the direction and appropriate support structure using effective resources to enable the team to deliver high performance.
• Assesses operational environment and conditions to ensure corporate and local scorecard metrics are fulfilled through collaboration across departments and levels.
• Ability to work extra hours when there are operational needs.
• Ability to work rotating shifts including weekends, holidays and days-off.

Skills

Frontline leadership

Active listening

Critical thinking

Decision making

Team collaboration

Customer service orientation

Work under pressure

Effective communication

Education

High School diploma or GED equivalency

Tools

Microsoft Office (Word, Excel, PowerPoint, Outlook)

Job description

American Airlines in Hartford, CT is seeking a Customer Service Manager for Airport Customer Experience to lead a frontline team at Bradley International.

You will drive operational excellence, coach staff, ensure safety and regulatory compliance, and deliver an elevated, reliable customer service experience for travelers.

This role requires collaboration across departments, strong leadership, and the ability to work rotating shifts, including weekends, to keep the airport running smoothly.