Senior Airline Customer Service & Operations Leader

American Airlines; Fort Worth (TX); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k) program

Employee discounts

Job summary

American Airlines is seeking a Sr. Customer Service Manager to lead front-line teams within the Airports Team of the Customer Experience Division.

The role focuses on safe, high-performing operations, coaching leaders, and delivering exceptional customer experiences across a dynamic, fast-paced environment. You will champion safety culture, drive performance improvements, and collaborate across departments to ensure on-time operations and service excellence.

Qualifications

• High School diploma or GED equivalency.
• 4+ years of leadership experience across various operational roles.
• Must be able to work shift work, including weekends and holidays.
• Must be able to work on-site at assigned base/location.
• Bachelor’s degree or equivalent experience preferred.
• 2+ years of airport customer service/hospitality experience.
• Knowledge of company policies and procedures and automation applications.
• Project management experience.
• Analytical work experience.

Responsibilities

• Drives operational excellence while promoting a safety-conscious environment and exceptional customer service.
• Addresses safety concerns and drives improvements in safety culture and operational risk.
• Sets team and individual goals aligned with department and company objectives; coaches frontline team members.
• Fosters compassion, authenticity, integrity, respect and dignity in team interactions.
• Ensures safety and reliability via self-audits, observations, and investigations.
• Promotes cross-department communication to achieve common goals.
• Adheres to JCBA and corporate policies/procedures.
• Manages escalated service issues and mentors peers.
• Delivers key information to frontline leaders and clarifies expectations.
• Leads change management across multiple teams and departments.
• Addresses bottlenecks to improve on-time performance and customer satisfaction.
• Leads station initiatives and special projects beyond the usual scope.
• Acts as liaison with other departments and senior management on shift matters.
• Solves complex strategic challenges and supports leadership during absences.

Skills

Influence others

Active listening

Critical thinking

Leadership

Decision making

Education

High School diploma or GED

Bachelor’s degree preferred

Airport customer service experience

USPS clearance eligibility

Tools

Microsoft Office

SABRE

GETNG

Prime

Job description

American Airlines is seeking a Sr. Customer Service Manager to lead front-line teams within the Airports Team of the Customer Experience Division.

The role focuses on safe, high-performing operations, coaching leaders, and delivering exceptional customer experiences across a dynamic, fast-paced environment. You will champion safety culture, drive performance improvements, and collaborate across departments to ensure on-time operations and service excellence.