Airport Customer Service Manager - Control Center Leader

American Airlines; Charlotte (NC); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Travel Perks

Health Benefits

Wellness Programs

401(k) Program

Additional Benefits

Job summary

American Airlines is seeking a Customer Service Manager for the Control Center in Charlotte. You will lead frontline teams, coach staff, and ensure safety, reliability, and elevated customer experiences across hubs and gate areas.

The role requires guiding staff through policy procedures, collaborating across departments, and maintaining high performance under shifting conditions, including weekends and holidays.

Qualifications

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

Responsibilities

• Drive operational excellence and lead the frontline team.
• Coach and mentor team members in skills and culture.
• Ensure safety, compliance with DOT, FAA, and local regulations.
• Support frontline staff to deliver exceptional customer service.
• Build strong relationships with internal and external customers.

Skills

Frontline leadership

Customer service

Coaching

Communication

Decision making

Team collaboration

Microsoft Office

Education

High School diploma or GED

Tools

Microsoft Office

Job description

American Airlines is seeking a Customer Service Manager for the Control Center in Charlotte. You will lead frontline teams, coach staff, and ensure safety, reliability, and elevated customer experiences across hubs and gate areas.

The role requires guiding staff through policy procedures, collaborating across departments, and maintaining high performance under shifting conditions, including weekends and holidays.