19 days old

Customer Service Manager, Airport Customer Experience

American Airlines
San Diego, CA

Location: SAN Hgr (SAN-HGR1) 
Additional Locations: None
Requisition ID: 20046 


Join us for a career with endless possibilities.

Looking for a job where a passion for innovation, a culture of teamwork, and opportunities for growth are valued and rewarded? You’ve come to the right place.


You don’t have to be an airline aficionado to join American Airlines. It takes more than cool planes to keep us ahead of the curve, and thanks to our team of behind the scenes professionals, we do just that. As the largest airline in the world, American Airlines is in the business of serving the global travel needs of our customers. At the core of the Company is our commitment to each customer and each employee. We are dedicated to developing and delivering what our customers value and are willing to pay for. Customer-centric planning, innovative marketing, and an exceptional customer experience are supported by a cadre of talented people.


What does it take to join us? We’re glad you asked! We expect exceptional skills in your discipline and a dedication to being the best as we relentlessly pursue our goal of being not just the largest airline in the world, but also the best airline in the world.


Fortunately, we’re building on almost a century of innovation and firsts in our industry – and we plan to continue that tradition of excellence.

About The Job

This job is a member of the Hubs & Gateways or Stations Team within the Customer Experience Division. This position will be responsible for providing support and leading our front-line employees during day-to-day airport operations.


Specifically, you’ll do the following:

  • ​Supports station management in leading airport personnel to provide superior customer service experience
  • Leads and directs airport personnel to perform their work in a safe and efficient manner and in compliance with federal, state, and local regulations, including DOT, FAA, and other government agencies
  • Establishes and maintains effective relationships with external and internal customers that foster compassion, authenticity, integrity, respect and dignity
  • Provides direction and appropriate support structure, using effective resources, to enable the team to deliver high performance
  • Promotes a professional culture that is both socially responsible and ethical


Required Qualifications

  • ​High School diploma or GED equivalency


Preferred Qualifications

  • ​Airport customer service experience
  • Experience leading a team
  • Experience adhering to compliance standards in a heavily regulated work environment
  • ​Ability to work independently with minimal supervision, as well as function effectively as a member of a team
  • Ability to make decisions and work effectively under demanding operational conditions in a stressful environment
  • Knowledge and understanding of company policies and functional automation applications
  • Willing and able to work extra hours to meet operational needs
  • Willing and able to work rotating shifts, including weekends and holidays
  • Strong customer service and communication skills with the ability to interact effectively with all levels throughout the organization
  • Has USPS clearance or the ability to obtain USPS clearance. USPS has a five year United States residency requirement

Additional Locations: None
Requisition ID: 20046 


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Customer Service Manager, Airport Customer Experience

American Airlines
San Diego, CA

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Customer Service Manager, Airport Customer Experience

American Airlines
San Diego, CA

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