Airport Customer Operations Manager: Safety & Service

American Airlines; Washington (District of Columbia); Hybrid; USD 51,000 - 87,000; Full time

Benefits offered by this job

Travel perks

Health benefits from day one

Wellness programs

401(k) program

Employee discounts

Job summary

American Airlines is seeking a Customer Service Manager for Airport Customer Operations in Washington, DC. The role drives safety, performance, and customer satisfaction across front-line teams at Reagan National Airport.

You will lead coaching, team development, and resource allocation while ensuring adherence to JCBA rules and company policies. The position emphasizes leadership, collaboration, and delivering a reliable operation in a fast-paced environment.

Qualifications

• Must be able to lead frontline teams and coach staff.
• Excellent communication and interpersonal skills are required for customer service leadership.
• Familiarity with union contracts and safety/compliance expectations is preferred.

Responsibilities

• Lead and develop front-line teams to deliver safe, high-performing airport operations.
• Coach and mentor staff to deliver exceptional customer service.
• Set and track goals aligned with department and company objectives.
• Coordinate with multi-functional teams to ensure smooth, compliant operations.
• Manage escalated service issues with visible leadership.
• Communicate key information to frontline leaders and stakeholders.

Skills

Communication

Leadership

Critical thinking

Decision making

Teamwork

Microsoft Office

Education

High School diploma or GED

Tools

Microsoft Office

Job description

American Airlines is seeking a Customer Service Manager for Airport Customer Operations in Washington, DC. The role drives safety, performance, and customer satisfaction across front-line teams at Reagan National Airport.

You will lead coaching, team development, and resource allocation while ensuring adherence to JCBA rules and company policies. The position emphasizes leadership, collaboration, and delivering a reliable operation in a fast-paced environment.