Customer Experience Manager — Lead Frontline Teams & Travel

All Aviation Jobs; Charlotte (NC); On-site; USD 55,000 - 90,000; 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 of the Customer Experience Division. You will drive safe, high-performing operations while delivering exceptional customer experiences and coaching staff to meet world‑class standards.

The role emphasizes safety, leadership, and strong collaboration with multiple departments, under a JCBA framework, in a fast-paced environment.

Qualifications

• Strong leadership and coaching capabilities for front-line teams.
• Ability to interpret and enforce union contract rules.
• Experience promoting safety, customer service and company culture.

Responsibilities

• Drives operational excellence while maintaining a safety-conscious environment.
• Act as safety advocate and address concerns as needed.
• Set team and individual goals aligned with department objectives and coach staff.
• Foster relationships built on compassion, integrity and respect.
• Allocate resources to meet operational goals safely and efficiently.
• Ensure ongoing safety and reliability through self-audits and investigations.
• Promote cross-department communication and teamwork.
• Understand JCBA and ensure policy adherence.
• Uphold core values of passion, commitment, efficiency and honesty.
• Manage escalated service issues and maintain visibility with staff.
• Convey key corporate and local information to front-line leaders.

Skills

Employee engagement

Active listening

Critical thinking

Decision making

Team leadership

Communication

Multitasking

MS Office

Education

High School diploma or GED equivalency

Tools

Microsoft Office

Job description

American Airlines is seeking a Customer Service Manager to lead front-line teams within the Airports Team of the Customer Experience Division. You will drive safe, high-performing operations while delivering exceptional customer experiences and coaching staff to meet world‑class standards.

The role emphasizes safety, leadership, and strong collaboration with multiple departments, under a JCBA framework, in a fast-paced environment.