1+ months

Manager, Airport Customer Operations

American Airlines
Fort Worth, TX 76102

Location: DFW Intl Apt (DFW-TRML) 
Additional Locations: None
Requisition ID: 32216 


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 and Gateways Team, within the Customer Experience Division. This position will be r​esponsible for the efficient use of resources to ensure operational performance. Ensure enforcement of all company and departmental procedures, including safety and security.


Specifically, you'll do the following:

  • Develops employees
  • Implements methods of maximizing revenue and controlling expenses
  • Oversees day to day customer service operations
  • Solicits ideas and/or feedback from employees and accepts accountability for follow-through
  • Communicates procedural changes to Customer Service Managers, supervisors and employees and ensures compliance
  • Monitors and measures on time performance
  • Identifies areas/individuals which require improvement; develops and implements methods to increase/improve performance
  • Develops and enhances the work relationship with vendors, ensuring all parties perform their responsibilities properly
  • Ensures all internal audit requirements are followed and accountable for compliance
  • Reviews staffing requirements and schedules for all department employees, ensures adjustments are made as needed
  • Conducts grievance hearings and serves as a grievance hearing officer as required
  • Interprets the company's policies in a professional and positive manner to all customers
  • Assists Directors with Customer Service Manager interviews and selections
  • Aids/guides the development of Customer Service Managers and supervisory staff
  • Shift work including nights, weekends and holidays

Required Qualifications

  • High School Degree or GED equivalent
  • 3 years airline supervisory experience
  • 3 years airport operations experience
  • Possess a valid US Driver's License
  • Must be self-motivated and detail oriented, team player
  • Able to perform in a fast paced environment while maintaining a professional and effective approach to high stress situations


Preferred Qualifications

  • Excellent interpersonal skills, ability to effectively interact with employees at all levels within the organization, including senior management

Additional Locations: None
Requisition ID: 32216 


Posted: 2019-08-14 Expires: 2019-11-29

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Manager, Airport Customer Operations

American Airlines
Fort Worth, TX 76102

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