Instructor, Airport Customer Service, Ground Ops, and Cargo Training

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!

This role is part of the Airports Division and focuses on delivering high‑quality training that equips frontline airport and cargo team members for success. You’ll lead engaging learning experiences that build confidence, operational expertise, a strong safety mindset, and a commitment to exceptional customer service. Through coaching, mentoring, and travel across the operation, you’ll help shape how we serve customers and support one another.

This list is intended to reflect the current job but there may be additional essential functions (and certainly non‑essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

• Deliver a wide range of training curricula that support operational readiness and skill development across airport and cargo teams
• Connect with, develop, engagem, and guide learners within your care
• Communicate clearly and empathetically, creating a welcoming learning atmosphere
• Provide effective and timely feedback, helping elevate the facilitation of courses and quality of content
• Collaborate with other team members across the training organization on a variety of projects
• Maintain accurate records of training activities and materials
• Demonstrate flexibility by instructing across multiple focus areas, adapting to business needs while maintaining high standards of delivery.
• Champion innovation in training methods, leveraging new tools and approaches to enhance engagement and effectiveness.
• Model exceptional customer service in every interaction, reinforcing the values of care and professionalism that define our culture.
• Demonstrate pride and enthusiasm for working at American Airlines, serving as a role model for professionalism and service excellence
• Champion a strong safety culture and customer‑focused mindset throughout all training interactions
• Ability to travel extensively both domestic and internationally to facilitate courses and provide mentorship and support
• Ability to work: days/evenings/weekends/holidays

• Bachelor’s degree or equivalent training/experience
• 2 years of experience working in an airport environment with knowledge of ramp operations or relevant experience
• Previous classroom facilitation and management experience

• Frontline airport or cargo operations experience (e.g., ramp, customer care, or cargo service)
• Experience in mainline operations or control center environments
• Proficient understanding of adult learning principles Familiarity with systems and tools used by frontline teams, such as Ramp Link+, SABRE, DECS, GET, Realtime, QIK CHK, Net Tracer, and Gate Reader Detailed knowledge of airport customer service and cargo operations policies and procedures

• Effective presentation and facilitation skills
• Ability to command a room, inspire confidence, and represent the training organization with grace and professionalism
• Demonstrated leadership skills
• Self‑starter with proven leadership skills and ability to problem‑solve, while remaining calm under pressure
• Ability to manage multiple projects efficiently and effectively
• Effective planning, organization, and time‑management skills
• Knowledge of Microsoft Office to include Word, Excel, Outlook, etc.

Feel free to take advantage of all that American Airlines has to offer:

• Travel Perks:
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