Aviation Customer Service Manager — Lead Teams & Safety

All Aviation Jobs; Charlotte (NC); On-site; USD 55,000 - 75,000; 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 front-line teams within the Airports Team. You will drive safety, reliability and exceptional customer service while coaching staff and upholding company culture.

Ideal candidates bring airport customer service experience, leadership history, and a strong understanding of policies and frontline operations to support a high-performing, safety-driven environment.

Qualifications

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

Responsibilities

• Drive operational excellence while maintaining a safety-conscious environment and delivering exceptional customer service.
• Act as safety advocate by identifying concerns and addressing them.
• Set team and individual goals, coach frontline staff, and reinforce company culture behaviors.
• Foster relationships across teams to support compassionate, authentic, respectful collaboration.
• Allocate resources effectively to meet operational goals safely and efficiently.
• Ensure ongoing safety and reliability through audits, observations, and root-cause investigations.

Skills

Leadership

Customer service

Coaching

Safety awareness

Communication

Teamwork

Decision making

Problem solving

Union contract rules

MS Office

Education

High school diploma or GED

Tools

Microsoft Office

SIDA badge eligibility

Job description

American Airlines is seeking a Customer Service Manager to lead front-line teams within the Airports Team. You will drive safety, reliability and exceptional customer service while coaching staff and upholding company culture.

Ideal candidates bring airport customer service experience, leadership history, and a strong understanding of policies and frontline operations to support a high-performing, safety-driven environment.