Airport Customer Operations Leader — Safety & Service

American Airlines; Charlotte (NC); Presencial; USD 70.000 - 100.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Travel perks

Health benefits

Wellness programs

401(k) program

Additional benefits

Descripción de la vacante

American Airlines is seeking a Customer Service Manager for Airport Operations in Charlotte. You will lead front-line teams, drive safe, high-performance operations, and deliver outstanding customer experiences in a dynamic airport environment.

Role requires leadership experience, strong customer service skills, and familiarity with JCBA. The position offers travel perks, comprehensive benefits, and a robust wellness program as part of the Airports Team within the Customer Experience Division.

Formación

• High school diploma or GED equivalency.
• Preferred: airport customer service experience.
• 2 years experience leading others.
• Knowledge of JCBA and union rules is a plus.

Responsabilidades

• Drives operational excellence while maintaining a safety-conscious environment and delivering exceptional customer service.
• Be a safety advocate: identify safety concerns and address them.
• Set team and individual goals aligned to department objectives; coach frontline staff.
• Foster relationships with team members built on compassion, integrity and respect.
• Allocate resources to enable safe, on-time operations.
• Ensure ongoing safety and reliability through self-audits and investigations.
• Promote cross-department communication to achieve common goals.
• Understand JCBA and ensure adherence to policies/procedures.
• Uphold core values: passion, commitment, reliability, etc.
• Manage escalated service issues and be visible to the team.
• Convey corporate and local information effectively to frontline leaders.

Conocimientos

Leadership

Customer service

Safety

Coaching

Communication

Team management

Educación

High School diploma or GED

Herramientas

Microsoft Office

Descripción del empleo

American Airlines is seeking a Customer Service Manager for Airport Operations in Charlotte. You will lead front-line teams, drive safe, high-performance operations, and deliver outstanding customer experiences in a dynamic airport environment.

Role requires leadership experience, strong customer service skills, and familiarity with JCBA. The position offers travel perks, comprehensive benefits, and a robust wellness program as part of the Airports Team within the Customer Experience Division.