Sr Manager, Airport Customer Operations

American Airlines; Town of Texas (WI); On-site; USD 100,000 - 150,000; 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 senior leader to manage Customer Operations at the DFW airport, directing a team of operational leaders and coordinating across departments to deliver reliable departures and exceptional customer service. You will oversee manpower, equipment, facilities and budget, while driving process improvements and key performance metrics.

The role requires strategic thinking, strong analytical abilities and experience with large-scale operations.

Qualifications

• Bachelor's degree or equivalent work experience/training.
• Thorough understanding of budget processes and staffing.
• Proven ability to identify improvement opportunities in large-scale operations.
• Experience leading front-line and managerial teams.

Responsibilities

• Leads and develops a team of operational leaders including oversight, counseling, performance reviews and training.
• Plans and coordinates all phases of Customer Operations at the airport.
• Collaborates with Customer Care, Facilities, Hub Control Center and local partners.
• Advocates for frontline employees and drives inclusive initiatives.
• Implements new processes to improve performance and resource utilization.
• Analyzes data to identify opportunities and mitigate failures.
• Oversees technology and tools in baggage processes.
• Manages departure dependability, baggage handling, customer experience and budget.
• Interfaces with multiple departments to ensure seamless operations.
• Develops service programs to ensure quality and on-time delivery.

Skills

Leadership

Strategic thinking

Analytical skills

Stakeholder management

Change management

FAA compliance

Budgeting

Communication

Education

Bachelors degree or equivalent

Job description

Location: DFW Intl Apt (DFW-TRML)
Cities: DFW Airport - TX
Requisition ID: 88349
This job will continue to be posted until at least October 1, 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 & Gateways Team within the Customer Experience Division.
• Responsible for planning, leading and coordinating all phases of Customer Operations at the Airport in collaboration with other department leaders such as Customer Care, Facilities, and Hub Control Center, as well as AA’s local business partners. Directly responsible for executing through the team local and corporate initiatives.

What you'll do

• Leads and develops a team of operational leaders including but not limited to daily oversight, counseling, performance reviews and training
• Plans, leads and coordinates all phases of Customer Operations at Airport
• Collaborates with other department leaders such as Customer Care, Facilities, and Hub Control Center, as well as AA's local business partners
• Engages with frontline employees as an advocate of our team members and forward looking initiatives, and creating inclusive opportunities to bring teams and people together
• Evaluates, recommends and implements new processes to improve performance impacting industry critical KPI's; Increase efficiency of relevant processes and resource utilization to maximize performance improvements
• Analyzes data from multiple sources and identifies needs and opportunities for improvements to mitigate failures
• Responsible for oversight and leading program development regarding technology and tools associated with baggage process
• Operational responsibilities include but not limited to departure dependability, baggage handling performance, customer experience, budget and adhoc analysis
• Interfaces and collaborates with frontline employees, Customer Care, Aircraft Maintenance, Regional Operations, Facilities, Tower Operations, Premium Service, Flight, Flight Service, Sales, etc
• Develops and directs service programs to ensure optimum product delivery in customer service quality and departure dependability
• Optimizes manpower, equipment, facilities and funds for Customer Operations
• Demonstrates and cultivates collaborative relationships across all work groups and teams
• Establishes workable set of quality controls, regulatory agencies, other stations and staff groups
• Monitors and develops performance metrics to enhance sustainable delivery of customer operations goals

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelors degree or equivalent work experience/training
• Thorough understanding of the budget process, headcount and staffing
• Demonstrated proficiency in identifying areas for improvement in a large-scale operation, and ability to advocate and manage change
• Prior experience in the application of budgetary knowledge to drive business results operational background in a leadership role

Preferred Qualifications- Education & Prior Job Experience

• Experience managing front line leaders

Skills, Licenses & Certifications

• Ability to lead and serve a large and complex organization through management leaders, individual contributors and front line team
• Ability to think strategically, weighing long-term implications and solutions
• Ability to problem solve, build and facilitate relationships at all levels of the organization, both internally and externally
• Strong analytical skills, labor relations experience including working knowledge of agents and collective bargaining agreements; experience implementing procedures and ensuring consistent service delivery
• Action oriented, results-driven leader with a natural aptitude for engaging employees across multiple workgroups
• Flexibility and creativity to adjust to dynamic situations while effectively modeling executive leadership attributes
• Ability to fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
• Applicable valid driver’s license as required by local authorities, 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.

Cities: DFW Airport - TX
Requisition ID: 88349