Duty Manager, Airport Customer Operations - DFW

American Airlines Inc.; Dallas (TX); On-site; USD 90,000 - 120,000; Full time

Job summary

American Airlines, Inc. is hiring a Duty Manager for Airport Customer Operations at DFW. Lead a team to ensure smooth hub operations, optimize resource use, and uphold safety and security standards while delivering exceptional customer service.

You will oversee planning, staffing, and performance, partnering with Admin and Operations leaders to align priorities, analyze trends, and drive continuous improvements across the DFW hub.

Qualifications

• High school diploma or GED equivalency.
• 3 years airline supervisory experience.
• 3 years airline operations experience.

Responsibilities

• Lead and develop a team of leaders to plan and execute assignments using GSRealTime.
• Manage multiple software programs to analyze operations and decide the best course of action.
• Solve complex staffing situations to mitigate risks and drive results.
• Collaborate with Admin and Operations leaders to allocate resources where needed.
• Develop reports and identify opportunities to improve processes and drive performance.
• Communicate procedural changes to Customer Service Managers and teams.
• Ensure compliance and accountability; serve as escalation point.
• Guide the development of Customer Service Managers.
• Identify trends and development opportunities; implement performance improvements.
• Assist with Customer Service Manager interviews and selections.
• Solicit feedback from team members and ensure follow-through.
• Foster relationships and collaboration across departments.
• Conduct grievance hearings and serve as grievance hearing officer as necessary.

Skills

Self motivated and detail oriented

Interpersonal skills

Fast-paced work

Education

High school diploma or GED

Tools

GSRealTime

Job description

Duty Manager, Airport Customer Operations - DFW View Profile

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Duty Manager, Airport Customer Operations - DFW Posting Start Date: 11/9/26

Location:DFW Intl Apt (DFW-TRML)
Cities:DFW Airport - TX
Requisition ID:89339

Job Description

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!

Why you'll love this job

• You will be a leader in one of our largest hub operations
• Responsible for the efficient use of resources to ensure operational performance. Ensure observance of all company and departmental procedures, including safety and security.
• This job is a member of the Hubs & Gateways 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.

• Lead and develop a team of leaders responsible for planning and executing assignments through technology such as GSRealTime
• Manage multiple software programs simultaneously to quickly analyze the operation and determine best course of action throughout the day
• Solve complex staffing situations to mitigate risks and drive results
• Lead and collaborate with Admin and Operations leaders to ensure resources are planned and applied where they are most needed
• Think strategically, develop reports and identify opportunities to improve processes to drive performance
• Communicate procedural changes to Customer Service Managers and other team members
• Ensures compliance and accountability follow through, and support as an escalation point
• Guide the development of Customer Service Managers
• Identify trends and team member developmental opportunities; design and implement methods to increase/improve performance
• Assist with Customer Service Manager interviews and selections
• Solicit ideas and/or feedback from team members and accept accountability for follow-through
• Foster positive relationships, drive engagement, and collaboration between allocators and frontline, as well as across departments
• Conduct grievance hearings and serve as a grievance hearing officer as necessary

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• High school diploma or GED equivalency
• 3 years airline supervisory experience
• 3 years airline operations experience

Preferred Qualifications- Education & Prior Job Experience

• N/A

Skills, Licenses & Certifications

• Self motivated and detail oriented team player
• Excellent interpersonal skills
• Ability to perform in a fast paced environment while maintaining a professional and effective approach in stressful situations

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:DFW Airport - TX
Requisition ID:89339

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.