Manager, Airport Customer Care - LAX

American Airlines; Los Angeles (CA); On-site; USD 98,000 - 134,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness program

401(k)

Employee discounts

Job summary

American Airlines in Los Angeles is seeking an experienced Customer Service Supervisor to manage day-to-day operations at the ticket counter and gates. You will drive performance, enforce safety procedures, and mentor teams across shifting schedules to meet targets within the Hubs and Gateways framework.

The role requires a Bachelor's in Business Management or equivalent and at least 3 years in airline supervisory roles. Competitive benefits accompany this leadership position.

Qualifications

• Bachelor’s degree or equivalent experience in a relevant field.
• 3 years’ work experience in Airline Customer Service supervisory.
• Proficiency with Microsoft Office suite and data analysis.
• Ability to manage staff and safety/security procedures.

Responsibilities

• Oversees day to day customer service operations including ticket counter and gate activity.
• Ensures efficient use of resources to meet performance targets.
• Enforces company procedures including safety and security.
• Reviews staffing requirements and schedules for employees.
• Communicates procedural changes to managers and frontline staff.
• Monitors trends to achieve on time performance.
• Mentors and develops employees and identifies improvement opportunities.
• Develops processes to improve efficiency and productivity.
• Manages vendor relations and ensures contractual obligations are performed.
• Ensures internal audit requirements compliance and budget monitoring.
• Participates in interviews and selection of supervisors.
• Able to work rotating shifts including nights, weekends and holidays.
• Performs any other duties as required.

Skills

Microsoft Office

Analytical skills

Leadership

Organizational skills

Multi-tasking

Delegation

FAA background check

Driver's license

Education

Bachelor’s Degree in Business Management or relevant field

Job description

Location:Los Angeles Apt, Terminal 4 (LAX-TRM4)
Cities:Los Angeles - CA
Requisition ID:88315
This job will be posted until 10/29/2026.

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 and Gateways Team, within the Customer Experience Division.
• Responsible for managing, developing, and coordinating all customer related activities ensuring the highest level of customer satisfaction and experience.
• The pay range for this role is $98,000 - $134,000, taking into account the qualifications and experience of the selected candidate.

What you'll do

• Oversees day to day customer service operations including oversight of the ticket counter and gate activity in multiple facilities
• Ensures efficient use of resources to achieve operational performance targets
• Enforces all company and departmental procedures including safety and security
• Reviews staffing requirements and bid schedules for all employees
• Communicates procedural changes to Customer Service Managers and frontline employees ensuring compliance
• Monitors and analyzes trends to achieve on time performance
• Mentors and develops employees
• Identifies areas which require improvement
• Develops and implements processes to achieve improved efficiency and productivity
• Enhances vendor relations and ensures contractual obligations are performed
• Ensures all internal audit requirements are in compliance
• Develops an annual expense plan and monitors the budget
• Assists with interviews and selection of CSMs/Customer Service Supervisors
• Ability to work rotating shifts including nights, weekends and holidays
• Complete other duties as required

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor’s Degree in Business Management or relevant field or equivalent experience/training
• 3 years’ work experience in Airline Customer Service supervisory

Preferred Qualifications- Education & Prior Job Experience

• N/A

Skills, Licenses & Certifications

• Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
• Excellent analytical skills and proficient use of PC related software
• Strong leadership and organizational skills
• Ability to multi-task and handle shifting priorities within a fast-paced, dynamic work environment and can tolerate high stress situations
• Ability to effectively delegate work assignments and manage large groups of employees
• Ability to fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
• Applicable valid driver’s license as required by local authorities, if applicable

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.