Customer Service Manager, Airport Customer Operations (Chicago, IL, US)

Lead safe, high-performing airport customer service operations within the Airports Team in American Airlines’ Customer Experience Division. Drive operational excellence through coaching, mentoring, and goal setting for frontline team members, while advocating for safety and resolving escalated service issues. Conduct safety audits, observations, and root-cause investigations, coordinate across departments for on-time service, and ensure adherence to corporate policy and union rules.