Customer Service Manager, Airport Customer Experience at American Airlines Las Vegas

Job Summary

American Airlines is looking for a passionate and experienced Customer Service Manager to lead and elevate the airport customer experience at our Las Vegas location. This role is ideal for someone who thrives in a fast-paced, operational environment and is committed to delivering exceptional service to our valued customers. As a front-line leader, you will oversee daily airport operations, motivate your team, ensure safety compliance, and uphold the highest service standards that represent the American Airlines brand.

Key Responsibilities

• Lead, coach, and support a team of customer service agents in providing outstanding service to customers throughout their airport journey.

• Manage daily operations in areas such as check-in, boarding, baggage services, and arrivals.

• Act as a key liaison between frontline staff and senior leadership to ensure seamless communication and workflow.

• Resolve customer issues with empathy and professionalism, ensuring timely and effective solutions.

• Ensure compliance with TSA, FAA, DOT, and internal policies and procedures.

• Analyze operational data and customer feedback to drive process improvements and enhance the overall customer experience.

• Conduct performance evaluations, set team goals, and identify training and development needs.

• Foster a positive work environment that supports diversity, equity, and inclusion.

Required Skills and Qualifications

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

• Minimum 3 years of experience in customer service or airline/airport operations.

• Strong leadership, decision-making, and conflict resolution skills.

• Exceptional interpersonal and communication abilities.

• Proficient in Microsoft Office Suite and able to quickly learn internal systems.

• Ability to remain calm under pressure and lead during irregular operations.

Experience

• Proven experience in managing or supervising customer service or operational teams.

• Experience in the aviation industry or a fast-paced, customer-centric environment preferred.

• Familiarity with airport regulations and airline procedures is a strong plus.

Working Hours

• Full-time position.

• Must be flexible to work various shifts, including early mornings, nights, weekends, and holidays, depending on airport schedules and operational needs.

Knowledge, Skills, and Abilities

• Knowledge of airline or airport systems and operations.

• Ability to manage multiple priorities and meet deadlines.

• Strong analytical thinking and problem-solving skills.

• Ability to coach and mentor diverse teams effectively.

• High attention to detail and organizational skills.

Benefits

• Competitive salary with performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• 401(k) retirement plan with company match.

• Generous travel privileges for you and your eligible family members.

• Paid time off, including holidays, vacation, and sick leave.

• Tuition assistance and employee development programs.

• Employee wellness programs and on-site resources (where applicable).

Why Join American Airlines

At American Airlines, you are not just joining a company—you are becoming part of a community that values excellence, innovation, and inclusivity. With global opportunities, industry-leading training, and a commitment to customer satisfaction, American Airlines offers a career path where your potential can truly take flight. Join us in redefining the customer experience and making every journey matter.

How to Apply

Interested candidates are encouraged to submit their application online through the American Airlines Careers Portal. Please include your resume and a cover letter highlighting your leadership experience and passion for customer service.