Senior Airport Customer Experience Manager

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

Benefits offered by this job

Travel Perks

Health Benefits

Wellness Programs

401(k) Program

Additional Benefits

Job summary

American Airlines in Los Angeles is seeking a Customer Service Manager to lead day-to-day operations at the LAX terminal, overseeing ticket counter and gate activity and driving on-time performance.

You will manage staffing, coach teams, enforce procedures, and collaborate with supervisors to meet safety, security, and service goals. This role includes travel perks, health benefits, wellness programs, and a 401(k) plan.

Qualifications

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

Responsibilities

• Oversees day-to-day customer service operations including ticket counter and gate activity across multiple facilities.
• Ensures efficient use of resources to meet 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 and identifies areas for improvement.
• Develops and implements processes to improve efficiency and productivity.
• Strengthens vendor relations and ensures contractual obligations are performed.
• Ensures internal audit requirements are met and budget is monitored.
• Participates in interviews and selection of CSMs/Customer Service Supervisors.
• Ability to work rotating shifts including nights, weekends and holidays.

Skills

Microsoft Office

Analytical skills

Leadership

Organizational skills

Multi-tasking

Delegation

FAA background checks

Driver's license

Education

Bachelor’s Degree in Business Management or related field

Job description

American Airlines in Los Angeles is seeking a Customer Service Manager to lead day-to-day operations at the LAX terminal, overseeing ticket counter and gate activity and driving on-time performance.

You will manage staffing, coach teams, enforce procedures, and collaborate with supervisors to meet safety, security, and service goals. This role includes travel perks, health benefits, wellness programs, and a 401(k) plan.