Head of Airport Operations & Guest 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

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.