Airport Workforce Manager & Customer Experience Lead

American Airlines; Dallas (TX); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Travel Perks

Health Benefits

Wellness Programs

401(k) Program

Employee Assistance Program

Job summary

American Airlines is seeking a Customer Service Manager for Airport Workforce Management at DFW to lead frontline teams and drive safe, high-quality customer service. This role requires strong leadership, collaboration across departments, and compliance with JCBA policies.

Responsibilities include coaching staff, optimizing staffing, and coordinating with gate operations to ensure on-time performance. A high school diploma and airport experience are required; USPS/FBI checks may apply.

Qualifications

• High School diploma or GED.
• Previous airport customer service experience.
• 2 years experience leading others.
• Knowledge of company policies and procedures and functional automation applications.

Responsibilities

• Drive operational excellence with safety-focused customer service.
• Lead and coach frontline team members to deliver quality service.
• Set team goals aligned with departmental objectives and provide development.
• Promote collaboration across departments to achieve common goals.
• Coordinate frontline assignments to dynamically manage flights at gates.

Skills

Leadership

Customer service

Communication

Education

High School diploma or GED

Tools

Microsoft Office (Word, Excel, PowerPoint, Outlook)

Job description

American Airlines is seeking a Customer Service Manager for Airport Workforce Management at DFW to lead frontline teams and drive safe, high-quality customer service. This role requires strong leadership, collaboration across departments, and compliance with JCBA policies.

Responsibilities include coaching staff, optimizing staffing, and coordinating with gate operations to ensure on-time performance. A high school diploma and airport experience are required; USPS/FBI checks may apply.