Airport Customer Operations Manager

American Airlines Inc.; 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) program

Job summary

American Airlines Inc. is seeking a Customer Service Manager for Airport Customer Operations at JFK. You will lead front-line teams, drive safety, and deliver exceptional customer experiences in a fast-paced airport environment. The role emphasizes collaboration, compliance with JCBA rules, and continuous improvement across departments.

You will manage escalated issues, set team goals, and ensure supportive leadership while maintaining alignment with company values and operational excellence.

Qualifications

• High School diploma or GED equivalency is required.
• Airport customer service experience preferred.
• 2+ years leading others is preferred.
• Knowledge of company policies, procedures and automation applications.

Responsibilities

• Drive operational excellence with a safety-focused environment and exceptional customer service.
• Be a safety advocate; identify and address safety concerns as needed.
• Set team and individual goals; coach frontline members in skills and service quality.
• Foster relationships with team members built on compassion, integrity, respect and dignity.
• Provide resources and support to achieve operational goals safely.
• Ensure ongoing safety and reliability via audits, investigations and related activities.
• Promote cross-department communication to achieve common goals.
• Understand JCBA rules and ensure compliance with policies.

Skills

Leadership

Safety focus

Team coaching

Customer service

Communication

Decision making

Microsoft Office

USPS clearance

SIDA badge eligibility

Flexible hours

Education

High School diploma or GED

Tools

Microsoft Office Suite

Job description

American Airlines Inc. is seeking a Customer Service Manager for Airport Customer Operations at JFK. You will lead front-line teams, drive safety, and deliver exceptional customer experiences in a fast-paced airport environment. The role emphasizes collaboration, compliance with JCBA rules, and continuous improvement across departments.

You will manage escalated issues, set team goals, and ensure supportive leadership while maintaining alignment with company values and operational excellence.