Senior Airport Customer Service Leader | Safety & Ops

American Airlines; Virginia; On-site; USD 71,000 - 100,000; Full time

Benefits offered by this job

Travel Perks

Health Benefits

Wellness Programs

401(k) Program

Additional Benefits

Job summary

American Airlines in Reagan National area is seeking a Sr. Customer Service Manager to lead front-line teams, drive safety, and ensure exceptional customer experiences across our operations.

You will mentor managers, coordinate cross-department activities, and guide strategic initiatives to improve on-time performance. The role requires strong leadership, flexibility for shift work, and a focus on safety culture within a fast-paced, customer-focused environment.

Qualifications

• High School diploma or GED equivalency.
• 4+ years of leadership experience across operational roles.
• Able to work on-site at assigned base/location and to perform shift work including weekends and holidays.
• Bachelor’s degree or equivalent experience/training preferred but not required; 2+ years airport customer service experience and knowledge of policies and procedures are a plus.
• Project management experience and analytical work experience are beneficial.

Responsibilities

• Drives operational excellence with a safety-focused environment and guides teams to exceptional customer service.
• Act as safety advocate by identifying concerns and promoting safety culture improvements.
• Set team and individual goals and coach frontline members for skill development and leadership pathways.
• Foster relationships with team members built on compassion, integrity, and respect.
• Ensure safety and reliability through self-audits and investigations; mentor managers on safe, reliable operations.
• Communicate across departments to align goals and information flow; ensure adherence to JCBA and policies.
• Manage escalated service issues and assist peers as needed; set expectations and explain the why behind focus areas.
• Lead change across teams and address bottlenecks to improve on-time performance and customer satisfaction.
• Lead station initiatives and cross-functional projects beyond usual scope.
• Serve as liaison with other departments and senior management on shift-related matters.
• Solve complex challenges at a strategic level; back-up Manager on Duty during absences.

Skills

Leadership experience

Team coaching

Communication skills

Safety culture

Problem solving

Education

High School diploma or GED

Bachelor’s degree or equivalent

Tools

Microsoft Office

Job description

American Airlines in Reagan National area is seeking a Sr. Customer Service Manager to lead front-line teams, drive safety, and ensure exceptional customer experiences across our operations.

You will mentor managers, coordinate cross-department activities, and guide strategic initiatives to improve on-time performance. The role requires strong leadership, flexibility for shift work, and a focus on safety culture within a fast-paced, customer-focused environment.