Airport Workforce Manager: Lead Service & Safety Excellence

American Airlines; Texas; On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k) program

Employee benefits discounts

Job summary

American Airlines is seeking a Customer Service Manager for Airport Workforce Management at DFW. Lead frontline teams, manage staffing and safety, and ensure top-tier customer experience across a fast-paced, structured airport environment.

You will coordinate gate operations, leverage scheduling software, and ensure adherence to JCBA and corporate policies while supporting a dynamic, customer-centric operation at DFW.

Qualifications

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

Responsibilities

• Drives operational excellence while promoting safety and exceptional customer service.
• Lead, coach and develop frontline team members.
• Establish and promote relationships with team members.
• Allocate resources to meet goals safely.
• Ensure ongoing safety and reliability of operation through self-audits and investigations.
• Foster cross-department communication and collaboration.
• Adhere to JCBA and corporate policies.
• Embrace core values: Passion, commitment, efficiency, reliability, optimism, honesty, loyalty.
• Manage multiple software programs to analyze operations and decide actions.
• Coordinate frontline assignments to flights at gates and use GS Realtime, Prime, GETNG, SABRE.

Skills

Airport CS experience

Leadership experience

Policy knowledge

Automation apps

Active listening

Critical thinking

Decision making

Team collaboration

Time management

Communication skills

Problem solving

Education

High School diploma or GED Equivalency

Tools

Microsoft Office (Word, Excel, PowerPoint, Outlook)

Job description

American Airlines is seeking a Customer Service Manager for Airport Workforce Management at DFW. Lead frontline teams, manage staffing and safety, and ensure top-tier customer experience across a fast-paced, structured airport environment.

You will coordinate gate operations, leverage scheduling software, and ensure adherence to JCBA and corporate policies while supporting a dynamic, customer-centric operation at DFW.