Manager, Airport Customer Operations

American Airlines; Orlando (FL); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k) program

Employee discounts and benefits

Job summary

American Airlines is seeking an experienced supervisor to lead the hubs and gateways customer service team in Orlando. You will develop staff, maximize revenue, and oversee daily operations while ensuring safety and compliance.

Shift work including nights, weekends, and holidays is required. Strong leadership, communication, and problem-solving skills are essential to drive performance and improve service levels.

Qualifications

• High school diploma or GED required.
• Minimum three years airline supervisory experience.
• Minimum three years airport operations experience.

Responsibilities

• Oversee day-to-day customer service operations and staffing.
• Develop and coach Customer Service Managers and supervisors.
• Enforce safety, security and company procedures across the team.
• Communicate policy changes to managers and staff with clarity.
• Identify areas for performance improvement and implement actions.
• Monitor on-time performance and staffing needs; adjust schedules as needed.
• Manage vendor relationships and ensure contract responsibilities are met.
• Conduct grievance hearings and act as hearing officer when required.
• Support recruitment and interviews for Customer Service leadership.

Skills

People management

Leadership

Operational oversight

Revenue optimization

Financial efficiency

Communication

Performance metrics

Coaching

Vendor management

Compliance

Job description

Location:Orlando Intl Apt (MCO-TRML)
Cities:Orlando - FL
Requisition ID:88530
This job will continue to be posted until at least 10/11/2026.

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 the efficient use of resources to ensure operational performance. Ensure enforcement of all company and departmental procedures, including safety and security.

What you'll do

• Develops employees
• Implements methods of maximizing revenue and controlling expenses
• Oversees day to day customer service operations
• Solicits ideas and/or feedback from employees and accepts accountability for follow-through
• Communicates procedural changes to Customer Service Managers, supervisors and employees and ensures compliance
• Monitors and measures on time performance
• Identifies areas/individuals which require improvement; develops and implements methods to increase/improve performance
• Develops and enhances the work relationship with vendors, ensuring all parties perform their responsibilities properly
• Ensures all internal audit requirements are followed and accountable for compliance
• Reviews staffing requirements and schedules for all department employees, ensures adjustments are made as needed
• Conducts grievance hearings and serves as a grievance hearing officer as required
• Interprets the company's policies in a professional and positive manner to all customers
• Assists Directors with Customer Service Manager interviews and selections
• Aids/guides the development of Customer Service Managers and supervisory staff
• Shift work-including nights, weekends and holidays

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• High School Degree or GED equivalent
  3 years' airline supervisory experience
  3 years' airport operations experience

Preferred Qualifications- Education & Prior Job Experience

• Proven experience in baggage handling, baggage systems, and MBR improvement
• Experience working in/on or with airport ramps

Skills, Licenses & Certifications

• Possess a valid US Driver's License
• Must be self-motivated and detail oriented, team player
• Able to perform in a fast paced environment while maintaining a professional and effective approach to high stress situations
• Ability to fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), 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.