Customer Service Manager, Airport Customer Operations - DFW (DFW Airport, TX, US)

American Airlines Group
United States
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: high_schoolSkills: ["Safety leadership","Coaching","Critical thinking","Judgment","Communication"]

Lead the Tow Team at DFW in a safety-critical role directing aircraft towing, pushback, and repositioning to keep operations on time. You’ll advocate for safety, coach and mentor frontline towing agents, manage equipment readiness, and coordinate escalated issues with Ramp Operations, Tech Ops, Hub Control, Ramp Control, and ATC. Ensure compliance with JCBA, corporate policy, and training while driving continuous improvement.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
American Airlines Group
American Airlines Group
6 hours ago

Customer Service Manager, Airport Customer Operations - DFW (DFW Airport, TX, US)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live
Reposted: similar role first listed 6 months ago

Job Summary

Lead the Tow Team at DFW in a safety-critical role directing aircraft towing, pushback, and repositioning to keep operations on time. You’ll advocate for safety, coach and mentor frontline towing agents, manage equipment readiness, and coordinate escalated issues with Ramp Operations, Tech Ops, Hub Control, Ramp Control, and ATC. Ensure compliance with JCBA, corporate policy, and training while driving continuous improvement.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Advocate for safety by identifying towing and pushback safety concerns and investigating root causes to maintain a safe movement area
  • •Establish team and individual goals, coach and mentor frontline towing agents, and promote a safety and continuous-improvement culture
  • •Partner with crew chiefs to ensure sufficient tugs and towbars are available to meet operational demands safely and on time
  • •Coordinate with Ramp Operations, Tech Ops, Hub Control, Ramp Control, and ATC, managing escalated issues and sharing operational information
  • •Ensure adherence to JCBA, corporate policy, and training requirements while soliciting feedback to drive operational improvement

Pay and Benefits

Perks:Health InsuranceDentalVision401kPet Insurance

Key Requirements

  • •High school diploma or GED equivalency
  • •2+ years leading others in a safety-critical operational environment
  • •Strong safety mindset with ability to monitor, assess, and correct team and operational performance
  • •Ability to work rotating shifts, including weekends and holidays, and handle extended hours as operationally needed
  • •Valid driver’s license and ability to qualify for a SIDA badge; must have or be able to obtain USPS clearance
Experience:2+ yearsAirport operationsGround operations
Education:High School
Skills:Safety leadershipCoachingCritical thinkingJudgmentCommunication
Licenses:Valid driver's license
Tech Stack:Microsoft WordMicrosoft ExcelMicrosoft PowerPointMicrosoft Outlook

Eligibility

Security Clearance:USPS clearance

Company Brief

American Airlines Group
Major U.S. airline providing scheduled passenger and cargo air transportation globally. Operates a large fleet and extensive domestic and international route network, serving millions of customers with diversified travel and loyalty services.
Industry: Airlines
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Fort Worth, United States
Founded: 1926
WebsiteLinkedIn