Customer Service Manager, Airport Customer Experience

Job Summary

American Airlines is looking for a dynamic, people-focused, and results-driven Customer Service Manager (CSM) to lead and inspire our frontline team in delivering exceptional customer service at the airport. As a CSM in Airport Customer Experience, you will be a key player in ensuring smooth operations, resolving customer concerns efficiently, and fostering a culture of hospitality and safety. You will supervise a team of customer service agents and coordinate with cross-functional departments to uphold our commitment to excellence throughout the customer journey.

Key Responsibilities

• Lead, manage, and develop a team of airport customer service agents.

• Monitor daily airport operations to ensure a seamless, safe, and efficient travel experience.

• Resolve escalated customer complaints and irregular operations (IROPs) with empathy and efficiency.

• Ensure all staff members comply with American Airlines policies, safety protocols, and regulatory guidelines.

• Conduct daily briefings and performance evaluations to ensure service excellence.

• Collaborate with airport leadership and other departments including ramp operations, flight operations, and security teams.

• Oversee staffing levels and allocate resources according to operational demands.

• Promote a positive team environment and encourage employee engagement and development.

• Utilize operational data and performance metrics to drive continuous improvement.

Required Skills and Qualifications

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

• Proven leadership ability with strong interpersonal and team management skills.

• Excellent communication skills, both written and verbal.

• Ability to remain calm and decisive in high-pressure situations.

• Strong problem-solving, conflict resolution, and decision-making abilities.

• Technologically proficient with experience using airline operational systems.

Experience

• Minimum of 3–5 years of experience in a customer-facing, supervisory role.

• Prior experience in airline, airport, or travel industry preferred.

• Background in managing unionized work environments is a plus.

Working Hours

• This is a full-time, shift-based position that requires flexibility, including:

  • Early mornings, late evenings, weekends, and holidays.

  • On-call availability during irregular operations or emergencies.

Knowledge, Skills, and Abilities

• Strong understanding of airport operations and customer service best practices.

• Ability to inspire and lead a diverse team in a fast-paced, dynamic environment.

• Knowledge of applicable federal, state, and airport regulations (e.g., TSA, FAA).

• Proficiency in Microsoft Office Suite and operational tools such as SABRE or similar platforms.

Benefits

• Competitive salary with performance-based incentives.

• Travel privileges: Free and discounted flights for employees and eligible family members.

• Comprehensive health, dental, and vision insurance.

• 401(k) with company match.

• Paid time off, including holidays and vacation days.

• Career development and leadership training programs.

• Access to Employee Assistance Program (EAP) and wellness resources.

Why Join American Airlines?

At American Airlines, we do not just connect people across the globe—we connect dreams, journeys, and communities. When you join our team, you become part of a legacy built on care, innovation, and resilience. As a Customer Service Manager, you will be at the forefront of enhancing the passenger experience, while growing your career with one of the worlds largest and most respected airlines. Join us and help shape the future of travel.

How to Apply

Interested candidates are encouraged to apply directly through the American Airlines Careers Portal. Please submit your updated resume along with a brief cover letter outlining your experience and motivation for applying. Shortlisted applicants will be contacted for the next stage of the recruitment process.