Airport Customer Service Manager: Lead Frontline Excellence

American Airlines; 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) Plan

Job summary

American Airlines is seeking a Customer Service Manager for the Airport Workforce Management at JFK. You will lead frontline teams to deliver a safe, high-performing operation while providing outstanding customer experiences across the terminal.

The role requires strong leadership, communication, and coordination across departments, with a focus on safety, policy adherence, and operational efficiency in a fast-paced airport environment.

Qualifications

• High School diploma or GED equivalency required.
• Prior airport customer service experience preferred.
• Two years of people leadership experience preferred.

Responsibilities

• Drive operational excellence with a safety-first mindset and exceptional customer service.
• Lead, coach and develop frontline team members.
• Set team and individual goals aligned to department and company objectives.

Skills

Leadership

Customer service

Staffing

Communication

Safety compliance

Education

High School diploma or GED

Tools

GS Realtime

Prime

GETNG

SABRE

Microsoft Office

Job description

American Airlines is seeking a Customer Service Manager for the Airport Workforce Management at JFK. You will lead frontline teams to deliver a safe, high-performing operation while providing outstanding customer experiences across the terminal.

The role requires strong leadership, communication, and coordination across departments, with a focus on safety, policy adherence, and operational efficiency in a fast-paced airport environment.