General Manager, Airport Customer Experience

General Manager, Airport Customer Experience

Location:

Hartsfield-Jackson ATL Intl Apt (ATL-TRML) Cities:
Atlanta - GA Requisition  This job will continue to be posted until at least 6/28/2026. If interested, please apply prior to this date.

This job is a member of the Hubs & Gateways Team within the Customer Experience Division. Responsible for managing the operations, optimizing the business, leading the people and cultivating relationships with diverse audiences.

• Directs, manages and oversees daily airport operation activities to ensure safe, reliable and efficient service for our passengers and stakeholders.
• Assesses and executes appropriate resources to optimize station performance.
• Monitors, reviews, and reports station performance.
• Establishes relationships through engagement, collaboration and inclusiveness with internal and external stakeholders.
• Coordinates closely with local airport authorities and government agencies to ensure organization’s priorities, objectives and concerns are effectively represented.
• Manages scheduled, off-scheduled and charter flight operations and meets performance goals.
• Acts as liaison between the Company and various organizations.
• Evaluates, identifies and recommends process improvement changes for a dynamic operational environment.
• Oversees, monitors and controls budget and manages overall financial administration.
• Leads, motivates and develops employees to perform in a safe, efficient, productive, professional manner and deliver superior customer service.
• Assumes responsibility of employee management including hiring, conducting performance reviews, administering corrective action, salary administration, training, and career development.
• Maintains company standards of safety and security.
• Partners with vendors and contractors.
• Preserves integrity and ethical values as it relates to audits, compliance and regulatory mandates.

• Bachelor's or Master's degree in related field or equivalent training/experience.
• 7+ years of airline operations experience or relevant experience.

• 4 years in supervisory or management capacity.
• Knowledge of managing an operating budget.

• Ability to take initiative to act upon and adapt to a fast-paced environment.
• Ability to deliver key corporate messages across all work groups.
• Exhibits strong organizational and time management skills with proven ability to handle multiple projects while meeting deadlines.
• Understands the importance of safety, compliance and regulatory standards associated with flight operations.
• Ability to work cohesively with collective bargaining units.
• Demonstrated collaborative ability across departments, business units, vendors and contractors.
• Ability to resolve issues with internal and external customers.
• Uses sound business judgment to make key decisions.
• Effective conflict resolution skills.
• Track record of exceptional supervisory, leadership and motivational skills.
• Skilled in Microsoft Office software (e.g., Word, Excel, Access, PowerPoint, etc.).
• Valid US driver’s license.
• Must fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA).
• Applicable valid driver’s license as required by local authorities, if applicable.
• Must be able to secure appropriate airport authority and/or US Customs security badges.
• Must successfully complete comprehensive background and/or fingerprint checks to satisfy security requirements and subject to Department of Transportation (Use the "Apply for this Job" box below). and alcohol testing.

• Travel Perks:
  Access to 365 destinations on more than 6,800 daily flights across the global network.
• Health Benefits:
  
  Day‑one health, dental, prescription and vision coverage with additional options such as virtual doctor visits and flexible spending accounts.
• Wellness Programs:
  Resources and support to support personal well‑being.
• 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:
  Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more.
• Diversity and Inclusion: A foundation of the dynamic workforce supported by 20+ Employee Business Resource Groups that connect team members to customers, suppliers, communities and shareholders.

American Airlines is an Equal Opportunity Employer; no discrimination will be tolerated.