Sr Manager, Airport Customer Operations

American Airlines is the largest airline in the world, known for its extensive global network serving 365 destinations on more than 6,800 daily flights. Renowned for its commitment to excellence in customer service and operational efficiency, American Airlines provides a dynamic, inclusive workplace where team members have the opportunity to grow professionally while enjoying excellent travel perks and comprehensive benefits. As a leader in the aviation industry, American Airlines fosters an environment of diversity and inclusion, encouraging employees to be their authentic selves and reach their full potential through various Employee Business Resource Groups and professional development programs.

This role is a key position within the Hubs & Gateways Team of the Customer Experience Division, focusing on overseeing Customer Operations at the airport. The successful candidate will be responsible for planning, leading, and coordinating all phases of Customer Operations in close collaboration with department leaders such as Customer Care, Facilities, and the Hub Control Center, as well as American Airlines’ local business partners. Serving as a vital link between corporate initiatives and frontline execution, the position demands a strong operational leader capable of cultivating high-performing teams, implementing innovative solutions, and driving continuous improvement in key performance areas.

The individual in this role will lead and develop a team of operational leaders, providing oversight, counseling, performance evaluations, and training to support frontline staff. They will monitor operational metrics such as departure dependability and baggage handling performance, ensuring that customer service goals are met or exceeded. This position requires strategic oversight of resources including manpower, equipment, facilities, and budgeting to maximize operational efficiency and advance organizational objectives.

In addition to leadership and operational responsibilities, this role involves collaboration with various internal teams including Customer Care, Aircraft Maintenance, Regional Operations, Facilities, Tower Operations, Premium Service, Flight, Flight Service, and Sales. The role requires a forward-thinking approach to problem-solving, data analysis, and process optimization to mitigate risks and enhance overall performance. It also involves oversight of technology and tools related to baggage process improvements, ensuring seamless service delivery aligned with regulatory standards and quality controls.

Candidates must demonstrate the ability to drive change across a large and complex organization while fostering an inclusive culture that encourages teamwork and innovation. The role demands strong analytical skills, labor relations experience, flexibility, and the creativity to handle dynamic situations with executive leadership attributes. It also requires adherence to security protocols including FAA background checks and applicable local licensing requirements.

American Airlines offers an attractive benefits package from day one, including health, dental, vision, and prescription coverage, virtual doctor visits, flexible spending accounts, wellness programs, and 401(k) retirement plans with employer contributions. Additional benefits include travel perks for employees and their families and access to various discounts such as those for hotels, car rentals, and cruises. This position represents an incredible opportunity to join a world-class company that values its employees and offers a fulfilling, challenging career where personal and professional growth go hand in hand.