Airport Customer Service Manager: Lead Teams, Elevate Service

American Airlines; Dallas (TX); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Travel Perks

Health Benefits

Wellness Programs

401(k) Program

Employee Discounts

Job summary

American Airlines is seeking a Customer Service Manager to lead a front-line team within the Airports Team of the Customer Experience Division. You will drive safe, high-performance operations while delivering an exceptional customer experience across our network.

You will coach staff, manage scheduling and training, and ensure adherence to JCBA and company policies. Strong leadership, communication, and problem-solving skills are essential.

Qualifications

• High School diploma or GED equivalency.
• 2 years leading others in a team environment.
• Airport customer service experience preferred.
• Knowledge of company policies/procedures and basic automation tools.

Responsibilities

• Drives operational excellence while maintaining a safety-conscious environment and exceptional customer service.
• Act as safety advocate and address concerns as needed.
• Set team and individual goals; coach and mentor frontline team members.
• Foster relationships with staff built on compassion, integrity and respect.
• Allocate resources to meet operational goals safely and effectively.
• Perform self-audits and investigations to ensure safety and reliability.
• Promote cross-department communication to achieve common goals.
• Understand JCBA and ensure adherence to policies.
• Support core values: Passion, commitment, efficiency, reliability, optimism, honesty.
• Analyze station data to improve scheduling, training, and performance.
• Conduct lost time conversations and apply union guidelines when needed.
• Produce local reporting based on leadership needs.

Skills

Leadership

Customer service

Active listening

Critical thinking

Decision making

Team collaboration

Time management

Safety compliance

Problem solving

Education

High School diploma or GED

Tools

Microsoft Office

Job description

American Airlines is seeking a Customer Service Manager to lead a front-line team within the Airports Team of the Customer Experience Division. You will drive safe, high-performance operations while delivering an exceptional customer experience across our network.

You will coach staff, manage scheduling and training, and ensure adherence to JCBA and company policies. Strong leadership, communication, and problem-solving skills are essential.