Customer Service Manager, Airport Customer Operations

American Airlines; New York (NY); On-site; USD 51,000 - 87,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k) program

Employee Assistance Program

Pet insurance

Discounts on hotels, cars, cruises

Job summary

American Airlines is seeking a Customer Service Manager for JFK Airport operations. This leadership role focuses on developing frontline teams, delivering safe, reliable operations and exceptional customer experiences in a fast-paced environment.

You will drive performance, manage escalated issues, and ensure alignment with JCBA while promoting a respectful, inclusive culture and strong vendor collaboration at the New York hub.

Qualifications

• High School diploma or GED equivalency required.
• Airport customer service experience preferred.
• 2 years leading others preferred.

Responsibilities

• Drive operational excellence with safety-conscious leadership and exceptional customer service.
• Act as safety advocate and address concerns as needed.
• Set team and individual goals aligned with department objectives; coach frontline staff.
• Foster relationships with team members based on compassion, authenticity, integrity, respect and dignity.
• Allocate resources effectively to meet operational goals safely and efficiently.
• Conduct self-audits, observations and investigations to ensure ongoing safety and reliability.
• Promote cross-department communication to achieve common goals.
• Ensure adherence to JCBA and internal policies while upholding core values.

Skills

Employee engagement

Active listening

Critical thinking

Decision making

Team leadership

Customer service

Education

High School diploma or GED

Tools

Microsoft Office

Job description

Customer Service Manager, Airport Customer Operations View Profile

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Posting Start Date: 9/24/26

Location: John F Kennedy Intl Apt (JFK-TRML)
Cities: New York City JFK - NY
Requisition ID: 88389
This job will continue to be posted until at least 10/01/2026.

Intro

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

The pay range for this role is $51,000 to $86,500, taking into account the qualifications and experience of the selected candidate.

Why you'll love this job

• American is looking for a goal-oriented Customer Service Manager (CSM) who wants to elevate their experience, knowledge, and network within the company. With our leadership program, you will be able to develop yourself to be the best leader you want to be in the American organization.
• CSMs must ensure a safe, high performing operation by leading, engaging, coaching and developing the front-line team members. You will be supporting your teams' effort by creating a safe, reliable operation while delivering an exceptional customer experience.
• Also, being energized by a fast-paced dynamic environment and passionate about safety, teamwork, leadership, and delivering a quality product to our customers, front-line, and vendors.
• CSMs must enable an environment that develops our front-line team members and fosters mutual respect, trust, responsibility, and core values while connecting people and improving lives during our day-to-day operation.
• This job is a member of the Airports Team within the Customer Experience Division

What you'll do

As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

• Drives operational excellence while keeping a safety-conscious environment that promotes end-to-end exceptional customer service, resulting in employee and customer safety and well-being
• Be a safety advocate: Look for safety concerns and address them as needed
• Establish team and individual goals in support of departmental and company objectives; Coaches and mentors frontline team members in skill development, customer service elevation and company culture behaviors
• Establishes and promotes effective relationships with team members that fosters compassion, authenticity, integrity, respect and dignity
• Effectively allocates resources and provides appropriate support to enable teams to deliver on operational goals in a safe manner
• Ensure the ongoing safety and reliability of our operation by conducting self-audits, observations, root cause investigations and other related safety engagements
• Promote effective communication among departments to engage our team to work together to achieve common goals.
• Familiarity with Joint Collective Bargaining Agreement (JCBA) and ensure team members adhere to corporate policy/procedure
• Embrace the core values: (Passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty)
• Manage escalated service issues and be visible to your team members when problems arise
• Deliver key corporate and local information to frontline leaders in an efficient and effective manner. Set the expectations and ensure team members understand the why behind the focus/criticality.
• Ability to learn and apply union contract rules/regs in daily interactions with frontline team members and local union leaders

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• HighSchool diplomaor GED equivalency

Preferred Qualifications- Education & Prior Job Experience

• Previous a irport customer service experience
• 2years experience leading others

  Skills, Licenses & Certifications

  • Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment
  • Ability to actively listen - giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate
  • Critical thinking ability - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
  • Ability to monitor and assess performance of self, team members and the operation to make improvements or take corrective action
  • Strong decision-making skills
  • Ability to work independently as well as collaboratively
  • Ability to work under demanding operational conditions
  • Ability to prioritize and execute with a sense of urgency and preciseness
  • Ability to use sound business judgment to resolve issues with internal and external customers
  • Ability to coordinate station activities and collaborate with multi-functional departments and agencies to ensure essential needs are met for a safe, efficient, on-time operation
  • Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
  • Has USPS clearance or the ability to obtain USPS clearance. USPS has a five-year United States residency requirement
  • Valid driver's license
  • Ability to qualify for(SIDA) badge
  • Ability to work extra hours when there are operational needs
  • Ability to work rotating shifts including weekends, holidays and days-off

  What you'll get

  Feel free to take advantage of all that American Airlines has to offer:

  • Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
  • Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
  • Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
  • 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
  • Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

  Feel free to be yourself at American

  From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Team Member Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.
  Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.

  Cities: New York City JFK - NY
  Requisition ID: 88389

  Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. We support and obey laws that prohibit discrimination everywhere we do business. American Airlines, Inc fully considers all qualified applicants including those with a criminal history. ©2025, American Airlines, Inc. We are excited you're interested in beginning your career journey with us. All applications will only be submitted through this site, and we will never require payment at any time during the application process.