Manager, Airport Customer Experience Administration

American Airlines Inc.; Philadelphia (Philadelphia County); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k) plan

Additional benefits

Job summary

American Airlines Inc. is seeking a Manager for Airport Customer Experience Administration at the Philadelphia area. You will lead a team responsible for staffing, budgeting, and workforce strategy to support customer operations at PHL.

You will partner with HR, finance, and operations to optimize headcount, bid processes, and seasonal coverage while driving initiatives that improve the employee experience and operational efficiency.

Qualifications

• Bachelor's or Master's degree or equivalent training/experience.
• 5+ years of business, operational, and financial background with manpower planning and staffing experience.
• Experience with Hyperion Essbase is preferred.
• Experience managing multiple labor agreements is a plus.

Responsibilities

• Plan staffing with Manpower Planning and CE Finance to confirm approved headcount.
• Coordinate agent and CAR shift and vacation bids with the admin team.
• Learn JCBA contract and train front line leaders on it.
• Oversee in-classification and out-of-classification transfers and new-hire processes.
• Collaborate with Customer Service management, local training, and Talent Services to fill vacancies.
• Manage the agent overtime office for overtime and part-time extensions.
• Ensure staffing meets seasonal needs, holidays, and flex flying.
• Identify cost-reduction opportunities during slow seasons and reduced flying days.
• Develop automated tools to reduce workload and improve decision-making.

Skills

Leadership

Staff development

Budgeting

Strategic planning

MS Office

Presentation skills

Analytical thinking

Education

Bachelor's degree / Master's degree

Tools

Hyperion Essbase

Job description

Manager, Airport Customer Experience Administration

Location:PHL AIRPORT GROUP 1 (PHL-TGR1)
Cities:Philadelphia - PA
Requisition ID:89241
This job will continue to be posted until at least 11/10/2026.

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!

Why you'll love this job

• Responsible for leading a group of management and support staff responsible for all aspects of Customer Operations staffing.
• This role is a part of the Hubs & Gateways Team within the Airports group.

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.

• Partners with Manpower Planning (HDQ) and CE Finance to make sure that airport has the proper staffing models and headcount levels approved
• Works with the admin team to build the Agent and CAR shift and vacation bids
• Ability to learn the new JCBA contract and be a subject matter expert for educating the front line leaders and maintaining strategic conversations including grievance forums
• Maintains budgeted headcount to support the customer service operation by overseeing the agent in-classification and out-of-classification transfers and new-hire process
• Works with the Customer Service management team, local training department, FSU and Talent Services for filling vacancies
• Manages the agent overtime office for offering overtime and part-time extensions to support operational needs
• Ensures staffing is sufficient to meet seasonal needs, holidays and "flex flying"
• Creates opportunities to reduce costs during slower seasons as well as reduced flying days
• Works to develop new automated tools to reduce the workload or to advance the organization and make smarter decisions not only impacting the operation but also enhancing the employee experience

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor's degree / Master's degree or equivalent training/experience
• 5+ years of business, operational, and financial background with experience in assessing manpower needs, administering bids, along with a good understanding of staffing models or relevant experience

Preferred Qualifications- Education & Prior Job Experience

• Experience with Hyperion Essbase
• Experience managing multiple labor agreements

Skills, Licenses & Certifications

• Knowledge of Microsoft Office to include Word, Excel, Outlook, etc
• Ability to develop, lead and motivate employees as well as work closely with both airport and union leadership teams
• Ability to identify opportunities for improvement as well as having prior success in implementing strategic initiatives
• Strong presentation, organization and planning skills
• Ability to develop compelling business cases
• Strong leadership and interpersonal skills
• 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.

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.