Airport Customer Operations Manager - Lead Service & Safety

American Airlines; Chicago (IL); On-site; USD 51,000 - 87,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k) plan

Employee discounts

Job summary

American Airlines is seeking a Customer Service Manager (CSM) to lead frontline teams at our airports. You will drive safety, coach staff, and elevate customer experience across operations.

The role sits in the Airports Team within the Customer Experience Division. The pay range shown reflects qualifications and experience and includes Travel Perks, health benefits, wellness programs, and a 401(k) plan for eligible employees.

Qualifications

• High school diploma or GED equivalency.
• Preferred: Previous airport customer service experience.
• Preferred: 2 years 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, resulting in employee and customer safety and well‑being.
• 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.
• Promote effective communication among departments to engage our team to work together to achieve common goals.
• Familiarity with Joint Collective Bargaining Agreement (JCBA) and ensure team members adhere to corporate policy/procedure.
• Embrace the core values: (Passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty).
• Manage escalated service issues and be visible to your team members when problems arise.
• Deliver key corporate and local information to frontline leaders in an efficient and effective manner. Set the expectations and ensure team members understand the why behind the focus/criticality.
• Ability to learn and apply union contract rules/regs in daily interactions with frontline team members and local union leaders

Skills

Leadership

Coaching

Safety awareness

Communication

Problem-solving

Decision making

Teamwork

Time management

Education

High school diploma or GED

Tools

Microsoft Office

Job description

American Airlines is seeking a Customer Service Manager (CSM) to lead frontline teams at our airports. You will drive safety, coach staff, and elevate customer experience across operations.

The role sits in the Airports Team within the Customer Experience Division. The pay range shown reflects qualifications and experience and includes Travel Perks, health benefits, wellness programs, and a 401(k) plan for eligible employees.