Job Overview
Employment Type
Full-time
Work Schedule
Rotating Shifts
Weekend Shifts
Benefits
Travel perks
Health Insurance
Dental Insurance
Vision Insurance
wellness programs
401(k) program
Employee assistance program
Job Description
American Airlines is a leading global airline known for its extensive network, serving 365 destinations on more than 6,800 daily flights. With a strong commitment to customer experience, operational excellence, and employee development, American Airlines offers a dynamic and supportive environment where team members can grow both personally and professionally. As part of one of the world’s largest airlines, employees enjoy the benefits of stable employment, worldwide travel opportunities, and a culture that values diversity and inclusion. This company operates in the transportation and aviation industry, specifically focusing on passenger air travel and airport operations.
This job opening is within the Customer Experience Division, specifically in the Hubs & Gateways or Stations Team. The role is focused on leading frontline airport team members to ensure safe, reliable, and efficient operations while delivering superior customer service. As a leader in this position, you will be responsible for driving operational excellence, creating a supportive environment for your team, and ensuring compliance with federal, state, and local regulations including the Department of Transportation (DOT) and Federal Aviation Administration (FAA). The position requires someone who can coach, mentor, and engage team members to meet high standards and company culture goals.
The leader in this role must be motivated to work in a fast-paced, operational environment with the flexibility to handle extra hours as needed, including working rotating shifts, weekends, holidays, and days off. Key responsibilities include promoting mutual respect within the team, coordinating cross-departmental collaboration, and continuously assessing operational conditions to meet corporate scorecard metrics. This role offers an opportunity for career advancement while making a meaningful impact on customer satisfaction and operational success.
American Airlines places strong emphasis on personal growth, employee wellness, and inclusion. Employees benefit from comprehensive health packages available from day one, wellness programs designed to support physical and mental health, and generous travel perks that enable employees and their family and friends to explore over 365 destinations worldwide. The company also fosters an inclusive work environment through its Employee Business Resource Groups and diversity initiatives. If you're looking for a challenging and rewarding leadership role in the aviation industry, this position is an excellent choice to help you become the best version of yourself while contributing to the success of a global airline.
This job opening is within the Customer Experience Division, specifically in the Hubs & Gateways or Stations Team. The role is focused on leading frontline airport team members to ensure safe, reliable, and efficient operations while delivering superior customer service. As a leader in this position, you will be responsible for driving operational excellence, creating a supportive environment for your team, and ensuring compliance with federal, state, and local regulations including the Department of Transportation (DOT) and Federal Aviation Administration (FAA). The position requires someone who can coach, mentor, and engage team members to meet high standards and company culture goals.
The leader in this role must be motivated to work in a fast-paced, operational environment with the flexibility to handle extra hours as needed, including working rotating shifts, weekends, holidays, and days off. Key responsibilities include promoting mutual respect within the team, coordinating cross-departmental collaboration, and continuously assessing operational conditions to meet corporate scorecard metrics. This role offers an opportunity for career advancement while making a meaningful impact on customer satisfaction and operational success.
American Airlines places strong emphasis on personal growth, employee wellness, and inclusion. Employees benefit from comprehensive health packages available from day one, wellness programs designed to support physical and mental health, and generous travel perks that enable employees and their family and friends to explore over 365 destinations worldwide. The company also fosters an inclusive work environment through its Employee Business Resource Groups and diversity initiatives. If you're looking for a challenging and rewarding leadership role in the aviation industry, this position is an excellent choice to help you become the best version of yourself while contributing to the success of a global airline.
Job Requirements
- High school diploma or GED equivalency
- previous airport customer service experience
- two years experience leading others
- knowledge of company policies and procedures
- ability to bring out the best performance through employee engagement
- ability to actively listen and understand others
- critical thinking skills
- ability to monitor and assess performance
- strong decision making
- ability to work independently and in a team
- ability to work under demanding conditions
- ability to prioritize with urgency
- sound business judgment
- ability to coordinate activities across departments
- knowledge of Microsoft Office
- USPS clearance or eligibility
- ability to fulfill FAA background checks for SIDA access
- valid driver’s license if applicable
Job Qualifications
- High school diploma or GED equivalency
- previous airport customer service experience
- two years of experience leading others
- knowledge of company policies and functional automation applications
- ability to engage employees proactively to bring out best performance
- strong active listening skills
- critical thinking ability
- ability to monitor and assess performance
- strong decision making skills
- ability to work independently and collaboratively
- ability to work in demanding operational conditions
- ability to prioritize and execute tasks with urgency and precision
- sound business judgment
- ability to coordinate station activities with multiple departments
- knowledge of Microsoft Office
- USPS clearance or ability to obtain
- ability to pass FAA criminal background checks for SIDA access
- valid driver’s license if required
Job Duties
- Drives operational excellence
- creates an environment that cares for frontline team members and celebrates team successes
- leads airport team to perform work safely, efficiently, and in compliance with regulations
- provides exceptional support to frontline team for superior customer service
- coaches and mentors team members in skills, customer service, and company culture
- promotes mutual respect and trust within frontline teams
- establishes effective relationships with internal and external customers
- provides direction and resources to enable high team performance
- assesses operational environment to meet scorecard metrics
- works extra hours as needed
- works rotating shifts including weekends, holidays, and days off
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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