Customer Service Manager

American Airlines seeks a Customer Service Manager for Airport Customer Experience to lead front-line teams delivering safe, efficient, and exceptional service across check-in, boarding, and arrivals. In this fast-paced, on-site airport role, you will manage daily operations, resolve service disruptions and customer escalations, and coordinate with flight and ramp teams to support on-time departures. You will hire, train, schedule, and coach agents, track performance metrics, and drive continuous improvement while promoting safety, teamwork, inclusion, and service excellence in a global airline environment.

Responsibilities

• Lead and supervise airport customer service teams across check-in, boarding, and arrivals
• Ensure safe, efficient, and compliant customer operations in line with airline and TSA policies
• Monitor service metrics and resolve customer escalations and irregular operations issues
• Coordinate with flight, ramp, and operations teams to optimize on-time performance
• Train, coach, and schedule staff to deliver consistent, high-quality customer experiences
• Implement process improvements to enhance airport customer journey and throughput
• Maintain accurate reports on performance, staffing, and incident resolution
• Promote a culture of safety, inclusion, and service excellence at the station

Required Skills

• Airport operations management
• Customer service management
• Team leadership and supervision
• Airline safety and regulatory compliance
• Operational planning and scheduling
• Conflict resolution and de-escalation
• Performance metrics and reporting
• Process improvement
• Passenger service systems (DCS/reservations)
• Crisis and irregular operations management