Airport Customer Service Manager: Operations Leader

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) program

Employee assistance program

Job summary

American Airlines in Chicago is seeking a Customer Service Manager for Airport Operations to lead frontline teams at ORD. You’ll drive safe, high-quality customer service while managing shifts and coaching staff to meet performance goals.

The role emphasizes collaboration across departments, adherence to JCBA, and delivering exceptional experiences for travelers in a fast-paced environment.

Qualifications

• High School diploma or GED equivalency.
• Previous airport customer service experience preferred.
• 2+ years leading frontline teams.
• Knowledge of policies, procedures and applicable automation tools.

Responsibilities

• Drive safe, high-performing operation by leading and coaching frontline team members.
• Manage escalated service issues and ensure timely resolution.
• Set team and individual goals aligned with departmental objectives and coach for improvement.
• Foster respectful, authentic teamwork and strong cross-department relationships.
• Ensure safety and reliability of operations through self-audits and process improvements.

Skills

Customer service leadership

Safety leadership

Team coaching

Communication

Decision making

Operational excellence

Independent working

Shift management

Education

High School diploma or GED

Tools

Microsoft Office (Word, Excel, PowerPoint, Outlook)

Job description

American Airlines in Chicago is seeking a Customer Service Manager for Airport Operations to lead frontline teams at ORD. You’ll drive safe, high-quality customer service while managing shifts and coaching staff to meet performance goals.

The role emphasizes collaboration across departments, adherence to JCBA, and delivering exceptional experiences for travelers in a fast-paced environment.