Customer Service Manager, Airport Customer Operations

Job Summary

At American Airlines, we are committed to delivering an exceptional travel experience for our passengers from the moment they arrive at the airport. As a Customer Service Manager (CSM) in Airport Customer Operations, you will lead a dynamic team dedicated to providing world-class service and seamless airport operations. You will serve as a crucial point of contact for both frontline employees and customers, ensuring safety, compliance, and the highest level of customer satisfaction across all areas of the airport.

This role requires strong leadership, effective communication skills, and the ability to make quick decisions in a fast-paced environment. You will be responsible for managing daily operations, coaching staff, and upholding American Airlines values and service standards.

Key Responsibilities

• Supervise and guide frontline airport staff, including ticketing, gate, baggage services, and customer relations.

• Ensure compliance with federal regulations, company policies, safety protocols, and operational standards.

• Foster a customer-centric culture and handle escalated passenger concerns with professionalism and efficiency.

• Collaborate with internal departments and airport authorities to coordinate smooth daily operations.

• Monitor staffing levels and adjust resources as needed to meet demand and maintain on-time performance.

• Implement training programs and performance improvement plans to enhance employee engagement and service delivery.

• Analyze performance metrics and take corrective action to ensure operational excellence.

• Lead by example, promoting a workplace culture that embraces diversity, teamwork, and continuous improvement.

Required Skills and Qualifications

• Bachelors degree or equivalent experience in Business, Aviation Management, Hospitality, or a related field.

• 3+ years of experience in customer service, operations, or management, preferably in the aviation industry.

• Strong interpersonal and communication skills, with the ability to lead and motivate a diverse team.

• Demonstrated problem-solving skills and the ability to remain calm under pressure.

• Proficiency in Microsoft Office Suite and familiarity with airline software systems.

• Must be willing to work in a 24/7 operational environment, including nights, weekends, and holidays.

Experience

• Prior supervisory or leadership experience in a customer service or operations environment is highly desirable.

• Experience managing teams in high-pressure, regulated industries (airlines, logistics, hospitality) is a plus.

• Familiarity with union environments and collective bargaining agreements is advantageous.

Working Hours

• This position is based on a rotating shift schedule to ensure coverage during airport operational hours, including early mornings, late evenings, weekends, and holidays.

• Flexibility and availability for emergency coverage or irregular operations (IROPs) are essential.

Knowledge, Skills, and Abilities

• Deep understanding of customer service principles and airport operations.

• Knowledge of TSA, FAA, and DOT regulations relevant to airport activities.

• Ability to manage multiple priorities and maintain a strong attention to detail.

• Capable of resolving conflicts, de-escalating issues, and building consensus.

• Passion for delivering outstanding service in a dynamic and evolving environment.

Benefits

• Competitive salary with performance-based incentives

• Comprehensive health, dental, and vision insurance

• 401(k) retirement plan with company match

• Free and discounted travel privileges for employees and eligible family members

• Paid time off, holidays, and parental leave

• Career development opportunities and tuition reimbursement

• Employee assistance program (EAP) and wellness resources

Why Join American Airlines?

Joining American Airlines means becoming part of a global community that values innovation, inclusion, and service excellence. You will be part of one of the worlds largest airlines, where your contributions help connect people and cultures every day. We foster a workplace that supports personal and professional growth, encourages creativity, and celebrates teamwork. If you are ready to lead with purpose and make a meaningful impact, we want to hear from you.

How to Apply

Interested candidates are encouraged to submit their application through the official American Airlines Careers website at: https://jobs.aa.com

Be sure to include a current resume and a cover letter highlighting your relevant experience and enthusiasm for the role. Qualified applicants will be contacted for the next steps in the selection process.