Duty Manager, Airport Customer Experience Administration

Job Summary

As a Duty Manager in Airport Customer Experience Administration at American Airlines, you will be a pivotal leader ensuring smooth and efficient airport operations. This position requires a customer-first mindset, strong operational knowledge, and leadership capabilities to manage on-the-ground teams and provide top-tier travel experiences. You will be responsible for maintaining service standards, ensuring compliance with operational and safety procedures, and enhancing the overall customer journey through proactive management and effective coordination with various airport departments.

Key Responsibilities

• Supervise daily airport operations to ensure seamless customer service delivery and compliance with policies.

• Lead, coach, and support frontline staff, including Customer Service Agents, to meet performance goals and customer expectations.

• Act as the primary point of contact for operational escalations, irregular operations (IROPs), and customer issues requiring managerial intervention.

• Collaborate with internal departments (e.g., Ramp, Flight Operations, Baggage Services) and external partners (e.g., TSA, airport authorities) to coordinate daily activities.

• Monitor and manage flight schedules, staffing levels, and gate assignments to optimize operational efficiency.

• Conduct briefings and team meetings to align goals, share updates, and reinforce safety and service priorities.

• Ensure compliance with FAA, DOT, TSA, OSHA, and company policies.

• Prepare and analyze operational reports to identify trends, opportunities for improvement, and success metrics.

• Actively promote a safe, inclusive, and customer-centric workplace environment.

Required Skills and Qualifications

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

• Proven leadership abilities with a minimum of 3 years in a supervisory or management role within an airport or airline environment.

• Exceptional communication and interpersonal skills to manage staff and interact effectively with customers and stakeholders.

• Strong problem-solving abilities and the ability to remain calm and decisive in high-pressure environments.

• Proficiency in MS Office Suite and familiarity with airline operational systems (e.g., SABRE, Departure Control Systems).

• Ability to work under tight deadlines and in dynamic, fast-paced settings.

• Must be able to obtain and maintain all necessary airport security clearances.

Experience

• Minimum 5 years of experience in customer service, airport operations, or airline services.

• At least 3 years of experience in a leadership or duty management role.

• Experience managing large teams in an operational environment preferred.

Working Hours

• This role requires flexibility, including availability to work on weekends, holidays, early mornings, late nights, and during irregular operations.

• Shift-based schedule, subject to change based on operational needs.

Knowledge, Skills, and Abilities

• Strong knowledge of airport operations and airline regulatory requirements.

• Ability to interpret and apply company policies and procedures consistently.

• High level of attention to detail and organizational skills.

• Skilled in conflict resolution, employee engagement, and team leadership.

• Ability to prioritize tasks and make quick, informed decisions.

Benefits

• Competitive salary with performance-based incentives

• Comprehensive health, dental, and vision insurance

• 401(k) retirement plan with company match

• Travel privileges for employees and eligible family members

• Paid time off and holiday pay

• Professional development and career advancement opportunities

• Tuition assistance program

Why Join American Airlines?

At American Airlines, you are not just joining a company — you are joining a legacy of aviation excellence and a team that is passionate about delivering exceptional service. We are committed to innovation, diversity, and inclusion, and we empower our employees to take ownership of their careers. As a Duty Manager, you will play a critical role in enhancing the travel experience for millions of passengers, while developing your own leadership potential in one of the most exciting industries in the world.

How to Apply

Interested candidates should visit the official American Airlines Careers Page and search for Duty Manager – Airport Customer Experience Administration. Follow the prompts to submit your application, including your resume and a brief cover letter. Early application is encouraged, as positions may fill quickly.