Airport Ops & Customer Experience Lead

American Airlines

Little Rock (AR)

Remote

USD 57,308,160 - 85,962,240

Full time

14 days+

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Benefits offered by this job

Travel perks

Health benefits

401(k) matching

Well-being programs

Job summary

American Airlines – Customer Service Manager (Operational Excellence Lead) in Little Rock, USA, seeks a leader to drive operational excellence and customer experience across the Airports team. You will guide frontline crews, set goals, and uphold safety and performance standards.

The role requires a Bachelor’s degree or GED equivalency, 2+ years of supervisory experience, and knowledge of corporate rules and automation tools.

Qualifications

Bachelor's degree or GED equivalency.
Prior airport customer service experience.
At least 2 years of leading or supervising employees.
Knowledge of corporate rules, procedures, and automation applications.
U.S. Postal Service clearance or eligibility (5-12 months residency).

Responsibilities

Drive operational excellence and safety-centric culture while delivering high-quality customer service.
Lead, coach and mentor front-line crew in customer support and company values.
Set team and individual goals aligned with department objectives.
Conduct root-cause analyses, safety audits, and incident investigations.
Communicate across departments to align on joint goals.
Ensure adherence to the Joint Collective Bargaining Agreement and policies.
Provide guidance on safety concerns and implement corrective actions.
Manage staffing allocations and shift scheduling for front-line teams.
Utilize operational software for real-time staffing and scheduling support.
Monitor staffing, overtime, and weekend/holiday schedules.
Engage with team members to foster respect, integrity and inclusion.
Provide leadership during critical operations and coordinate with multi-functional teams.