Manager, Airport Customer Operations (New York City, NY, US)

American Airlines Group
New York
Workplace: OnsiteFull timeUSD 98,000 - 134,000 annuallyFunction: Product ManagementEducation: high_schoolSkills: ["Self-motivated","Detail oriented","Team player","Able to work in fast-paced environments","Professional under high stress"]

Lead airport customer service operations within the Hubs and Gateways team in the Customer Experience Division. Oversee day-to-day customer service performance, enforce safety and security procedures, monitor and improve on-time performance, and develop employees and supervisory staff. Communicate procedural changes, ensure vendor and internal audit compliance, manage staffing schedules, and conduct grievance hearings. Includes shift work nights, weekends, and holidays.

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American Airlines Group
American Airlines Group
1 hour ago

Manager, Airport Customer Operations (New York City, NY, US)

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Last checked: 1 hour agoStatus: Live

Job Summary

Lead airport customer service operations within the Hubs and Gateways team in the Customer Experience Division. Oversee day-to-day customer service performance, enforce safety and security procedures, monitor and improve on-time performance, and develop employees and supervisory staff. Communicate procedural changes, ensure vendor and internal audit compliance, manage staffing schedules, and conduct grievance hearings. Includes shift work nights, weekends, and holidays.
Location: New York
Workplace: Onsite
Employment Type: Full time
Job Function: Product Management
Seniority: Manager level

Key Responsibilities

  • •Develop employees and guide Customer Service Managers and supervisory staff.
  • •Oversee day-to-day customer service operations and ensure compliance with company and departmental procedures, including safety and security.
  • •Monitor and measure on-time performance; identify improvement areas and implement methods to increase performance.
  • •Review staffing requirements and schedules, ensuring adjustments are made as needed.
  • •Conduct grievance hearings as required and assist Directors with Customer Service Manager interviews and selections.

Pay and Benefits

Salary: USD 98,000 - 134,000 annually
Perks:Health InsuranceDentalVision401k

Key Requirements

  • •High School Degree or GED equivalent
  • •3 years’ airline supervisory experience
  • •3 years’ airport operations experience
  • •Possess a valid US Driver’s License
  • •Able to fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
Education:High School
Skills:Self-motivatedDetail orientedTeam playerAble to work in fast-paced environmentsProfessional under high stress
Licenses:US Driver's License

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