Customer Service Manager, Airport Customer Experience

Customer Service Manager, Airport Customer Experience – Albuquerque International Airport (ABQ‑TRML).
Start Date: 6/25/26. The posting remains open until at least 07/02/2026.

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.

• This job is a member of the Hubs & Gateways or Stations Team within the Customer Experience Division.
• Responsible for ensuring a high‑performing operation by leading, engaging, coaching and developing front‑line team members, and supporting their efforts to create a safe, reliable operation while delivering an elevated customer experience.

• Drive operational excellence.
• Create an environment that cares for our frontline team members and celebrates team successes.
• Lead the airport team to perform their work safely, efficiently, and in compliance with Federal, state and local regulations including DOT, FAA and other government agencies.
• Provide exceptional support to frontline team members through a variety of mechanisms so they can deliver superior customer service.
• Coach and mentor frontline team members in skill development, customer service elevation and company culture behaviors.
• Promote an environment of mutual respect and trust among frontline team members.
• Establish and promote effective relationships with external and internal customers that foster compassion, authenticity, integrity, respect and dignity.
• Provide direction and appropriate support using effective resources to enable the team to deliver high performance.
• Assess the operational environment and conditions to ensure corporate and local scorecard metrics are fulfilled through collaboration across departments and levels.
• Be willing to work extra hours when operational needs arise.
• Be willing to work rotating shifts, including weekends, holidays and days off.

• High School diploma or GED equivalency.

• Previous airport customer service experience.
• At least 2 years of experience leading others.
• Knowledge of company policies and procedures and functional automation applications.

• Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment.
• Active listening skills – giving full attention to others, taking time to understand points being made and asking appropriate questions.
• Critical thinking – using logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Ability to monitor and assess performance of self, team members and the operation to make improvements or take corrective action.
• Strong decision‑making skills.
• Ability to work independently as well as collaboratively.
• Ability to work under demanding operational conditions.
• Ability to prioritize and execute with a sense of urgency and precision.
• Ability to use sound business judgment to resolve issues with internal and external customers.
• Ability to coordinate station activities and collaborate with multi‑functional departments and agencies to ensure essential needs are met for a safe, efficient, on‑time operation.
• Knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.).
• Has USPS clearance or the ability to obtain USPS clearance; USPS has a five‑year United States residency requirement.
• 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.

• Travel Perks – Access to 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits – On day one, you’ll have access…