Job Description
Managing front-line teams at airport gates ensures safe, on-time operations that enhance customer satisfaction during travel journeys, reducing delays caused by operational inefficiencies. This role leads coaching and development of staff to deliver exceptional service within the Airports Team of the Customer Experience Division. Managers oversee safety protocols, promote teamwork, and use data to improve performance while engaging teams effectively.
American Airlines operates over 6,800 daily flights to 365 destinations, connecting people across the globe with a commitment to safety, teamwork, and innovation. The carrier serves diverse communities including employees from 20+ business resource groups focused on connection and growth in an inclusive environment.
The position involves conducting self-audits, root cause investigations, and safety engagements while establishing team goals aligned with operational objectives. Activities include mentoring in skill development, allocating resources for efficiency, and promoting communication between departments. Familiarity with the Joint Collective Bargaining Agreement guides interactions with frontline and union leaders, and managers produce local reporting based on station needs. Working rotating shifts including weekends, holidays, and days-off presents a key challenge for maintaining performance.
Compensation ranges from $50,000 to $84,000 based on qualifications and experience. Work location and arrangement involves onsite airport stations with rotating shifts, extra hours when needed, and requirements for USPS clearance, FAA background checks, valid driver's license, and ability to work holidays. Travel perks include discounted flights for family and friends. Benefits start day one with health, dental, prescription, vision, wellness programs, flexible spending accounts, virtual doctor visits, 401(k) with employer contributions after one year, additional benefits like employee assistance program, pet insurance, hotel and cruise discounts, and employee resource groups for diversity and inclusion.
Responsibilities
- Drives operational excellence maintaining safety-conscious environment promoting exceptional customer service
- Be safety advocate looking for concerns and addressing
- Establish team and individual goals supporting departmental and company objectives
- Coaches and mentors frontline team members in skill development, service elevation, and company culture behaviors
- Establishes and promotes relationships fostering compassion, authenticity, integrity, respect, and dignity
- Effectively allocates resources providing support for teams to deliver on operational goals safely
- Ensure ongoing safety and reliability conducting audits, observations, investigations
- Promote effective communication among departments engaging teams for common goals
- Familiarity with JCBA and ensure team adherence to corporate policy/procedure
- Embrace core values passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, loyalty
- Analyze station data regularly to improve scheduling, training, and performance
- Conduct lost time conversations
- Understand corporate initiatives and apply locally including One team, One Turn metrics
- Apply union contract rules/regulations in interactions with frontline and leaders
- Produce local reporting based on needs
Requirements
- High School diploma or GED equivalency
- Preferred: Previous airport customer service experience
- Preferred: 2 years' experience leading others
- Knowledge of company policies, procedures, and functional automation applications
- Ability to bring out best performance through engagement and support for inclusive environment
- Active listening giving full attention and taking time to understand
- Critical thinking using logic for alternative solutions
- Monitoring and assessing self, team, and operation to improve or correct
- Strong decision-making skills
- Working independently and collaboratively
- Working under demanding conditions
- Prioritizing and executing with urgency and precision
- Using sound judgment to resolve issues
- Coordinating station activities and collaborating with departments and agencies
- Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook
- USPS clearance or ability to obtain
- Ability to fulfill FAA criminal background checks to qualify for unescorted access
- Valid driver's license as required by local authorities
- Ability to work extra hours during operational needs
- Ability to work rotating shifts including weekends, holidays, and days-off