General Manager, Airport Customer Experience

American Airlines; Newark (NJ); On-site; USD 98,000 - 134,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k) plan

Employee discounts

Job summary

American Airlines seeks a General Manager, Airport Customer Experience in Newark, NJ to lead daily airport operations, optimize station performance and manage budgets. The role requires extensive leadership across teams, vendors and authorities to ensure safe, reliable passenger service.

Responsibilities include directing ops, driving improvements, supervising staff, and delivering superior customer experiences while upholding safety standards and regulatory requirements.

Qualifications

• Bachelor’s or Master’s degree or equivalent training/experience.
• 7+ years of airline operations experience or relevant experience.

Responsibilities

• Directs, manages and oversees daily airport operation activities to ensure safe, reliable and efficient service.
• Assesses and executes appropriate resources to optimize station performance.
• Monitors, reviews, and reports station performance.
• Establishes relationships with internal and external stakeholders.
• Coordinates with local airport authorities and government agencies to represent the organization’s priorities.
• Manages flight operations and meets performance goals.
• Leads and develops employees to deliver superior customer service.
• Maintains safety and security standards.
• Partners with vendors and contractors.

Skills

Leadership

Customer service

Safety & compliance

Team management

MS Office

Education

Bachelor’s or Master’s degree in related field

7+ years airline operations experience

Tools

MS Office

Job description

General Manager, Airport Customer Experience View Profile

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General Manager, Airport Customer Experience Posting Start Date: 11/2/26

Location:Newark Intl Apt (EWR-TRML)
Cities:Newark - NJ
Requisition ID:89148
This job will continue to be posted until at least 11/08/2026.

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

• This job is a member of the Hubs & Gateways Team within the Customer Experience Division.
• Responsible for managing the operations, optimizing the business, leading the people and cultivating relationships with diverse audiences.
• The pay range for this role is $98,000 to $134,000, taking into account the qualifications and experience of the selected candidate.

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.

• Directs, manages and oversees daily airport operation activities to ensure safe, reliable and efficient service for our passengers and stakeholders
• Assesses and executes appropriate resources to optimize station performance
• Monitors, reviews, and reports station performance
• Establishes relationships through engagement, collaboration and inclusiveness with internal and external stakeholders
• Coordinates closely with local airport authorities and government agencies to ensure organization’s priorities, objectives and concerns are effectively represented
• Manages scheduled, off-scheduled and charter flight operations and meets performance goals
• Acts as liaison between the Company and various organizations
• Evaluates, identifies and recommends process improvement changes for a dynamic operational environment
• Oversees, monitors and controls budget and manages overall financial administration
• Leads, motivates and develops employees to perform in a safe, efficient, productive, professional manner and deliver superior customer service
• Assumes responsibility of employee management – including hiring, conducting performance reviews, administering corrective action, salary administration, training, and career development
• Maintains company standards of safety and security
• Partners with vendors and contractors
• Preserves integrity and ethical values as it relates to audits, compliance and regulatory mandates

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor’s orMaster's degree in related field or equivalent training/experience
• 7+ years of airline operations experience or relevant experience

Preferred Qualifications- Education & Prior Job Experience

• 4 years in supervisory or management capacity Knowledge of managing an operating budget

Skills, Licenses & Certifications

• Ability to take initiative to act upon and adapt to a fast-paced environment
• Ability to deliver key corporate messages across all workgroups
• Exhibits strong organizational and time management skills with proven ability to handle multiple projects while meeting deadlines
• Understands the importance of safety, compliance and regulatory standards associated with flight operations
• Ability to work cohesively with collective bargaining units
• Demonstrated collaborative ability across departments, business units, vendors and contractors
• Ability to resolve issues with internal and external customers
• Uses sound business judgment to make key decisionsEffective conflict resolution skillsTrack record of exceptional supervisory, leadership and motivational skillsSkilled in Microsoft Office software (e.g., Word, Excel, Access, PowerPoint, etc.)Valid US drivers licenseMust fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA)Applicable valid driver’s license as required by local authorities, if applicableMust be able to secure appropriate airport authority and/or US Customs security badgesMust successfully complete comprehensive background and/or fingerprint checks to satisfy security requirements and subject to Department of Transportation (DOT) drug and alcohol testing

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:Newark - NJ
Requisition ID:89148

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.