Senior Customer Service Manager - Airport Ops & Safety

American Airlines; Fort Worth (TX); On-site; USD 80,000 - 120,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k) plan

Employee discounts

Job summary

American Airlines is seeking a Sr. Customer Service Manager to lead and develop frontline teams within the Airports Team. You will drive safe, high-performing operations, coach staff, and resolve escalated issues while coordinating with multiple departments to enhance customer experience.

Ideal candidates possess strong leadership, communication, and project-management skills, with a track record of improving on-time performance in a fast-paced aviation environment.

Qualifications

• Strong leadership and supervision capabilities.
• Excellent communication and interpersonal skills.
• Ability to coach and develop frontline teams.

Responsibilities

• Drive safe, high-performing operations while delivering exceptional customer service.
• Coach and mentor frontline staff to elevate service quality.
• Address escalated issues and coordinate with other departments.
• Lead change across teams to improve on-time performance.
• Support station initiatives and strategic projects.

Job description

American Airlines is seeking a Sr. Customer Service Manager to lead and develop frontline teams within the Airports Team. You will drive safe, high-performing operations, coach staff, and resolve escalated issues while coordinating with multiple departments to enhance customer experience.

Ideal candidates possess strong leadership, communication, and project-management skills, with a track record of improving on-time performance in a fast-paced aviation environment.