Manager, Airport Services LHR

This role is responsible for directing and coordinating airport operations at London Heathrow (LHR), ensuring the safe, reliable, and efficient delivery of services while providing an exceptional customer experience. The position leads operational performance, oversees vendor partners, and supports tactical decision-making in a fast-paced airport environment. The role is a part of the Airport Operations team within our International Operations group.

You'll bring your leadership, operational management, and stakeholder engagement skills to help drive performance, safety, and service excellence at one of American Airlines' largest international stations. What you'll do As noted above, 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.

• Lead daily airport operations and ensure the delivery of safe, reliable, and customer-focused service standards.
• Manage operational performance metrics and partner with station and regional leadership to achieve business objectives.
• Oversee vendor and ground handling partners, ensuring compliance with company policies, procedures, and service expectations.
• Promote a strong safety culture by supporting workplace health and safety programs, conducting safety observations, and leading risk mitigation initiatives.
• Ensure station compliance with all regulatory, corporate, and operational requirements, including internal and external audits.
• Lead and coordinate responses to irregular operations, providing direction and support to operational teams and vendor partners.
• Conduct team briefings and communicate operational, safety, and procedural updates.
• Investigate and resolve customer service, operational, safety, and security-related issues.
• Develop and implement continuous improvement initiatives to enhance operational efficiency and service delivery.
• Monitor training compliance and coordinate recurrent and future training requirements to maintain station readiness.
• Build strong relationships with airport authorities, government agencies, vendors, and internal stakeholders.
• Represent American Airlines at airport, regional, and operational meetings and forums.
• Support business planning activities and special projects as assigned.
• Experience leading airport operations, airline operations, or a related operational environment.
• Experience managing employees, contractors, or third-party service providers.
• Demonstrated ability to lead teams in a fast-paced, customer-focused environment.
• Experience managing operational performance and resolving complex operational issues.
• Ability to prioritize multiple competing priorities and make sound operational decisions.

• Previous airline or airport management experience.
• Experience managing outsourced vendor relationships and service delivery agreements.
• Experience leading safety, compliance, or operational improvement initiatives.
• Project management experience.
• Knowledge of international airport operations and regulatory requirements.

• Strong leadership, coaching, and people management skills.
• Excellent verbal and written communication skills in English.
• Strong interpersonal and stakeholder management abilities.
• Ability to manage conflict and influence positive outcomes.
• Strong organizational, planning, and time management skills.
• Ability to work independently and exercise sound judgment.
• Proficiency with Microsoft Office applications, including Word, Excel, and PowerPoint.
• Knowledge of airline operational processes and customer service standards.
• Ability to obtain and maintain all required airport security clearances and airside access.
• Valid driver's license, if required for operational duties.

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