Customer Service Manager, Airport Customer Experience

Customer Service Manager, Airport Customer Experience Posting Start Date: 6/22/26 Location: Seattle‑Tacoma International Airport (SEA‑TRML) Requisition ID: 86365 This job will continue to be posted until at least 06/29/2026. If interested, please apply prior to this date. Overview Join our American Airlines family to travel the world, grow your expertise, and become the best version of yourself. In this role you’ll tackle operational challenges with flexibility, learn new skills, and advance your career while delivering an elevated customer experience. What you’ll do Drive operational excellence and ensure high performance by leading, engaging, coaching, and developing front‑line team members. Create an environment that cares for frontline staff and celebrates team successes. Lead the airport team to work safely, efficiently, and in compliance with federal, state, and local regulations, including DOT, FAA, and other government agencies. Provide exceptional support to frontline staff through various mechanisms to enable superior customer service. Coach and mentor frontline members in skill development, customer service elevation, and company culture behaviors. Promote mutual respect and trust among frontline staff. Establish and promote effective relationships with external and internal customers that foster compassion, authenticity, integrity, respect, and dignity. Direct and support the team using effective resources to achieve high performance. Assess operational environment and conditions to ensure corporate and local scorecard metrics are met through collaboration across departments and levels. Work extra hours when operational needs arise. Work rotating shifts, including weekends, holidays, and days off. All you’ll need for success High School diploma or GED equivalency. Preferred Qualifications Previous airport customer service experience. 2 years’ experience leading others. Knowledge of company policies and procedures and functional automation applications. Skills, Licenses & Certifications Proactive employee engagement to bring out the best performance. Active listening—giving full attention and asking appropriate questions. Critical thinking using logic and reasoning to evaluate solutions and approaches. Performance monitoring and assessment for self, team members, and the operation to drive improvements. Strong decision‑making skills. Independent and collaborative work ability. Ability to work under demanding operational conditions. Prioritization and execution with urgency and precision. Sound business judgment to resolve internal and external customer issues. Coordination of station activities with multi‑functional departments and agencies. Knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.). USPS clearance or ability to obtain USPS clearance (five‑year U.S. residency requirement). FAA criminal background check qualification for unescorted access privileges to airport SIDA (if applicable). Valid driver’s license as required by local authorities (if applicable). What you’ll get Travel Perks: Access to 365 destinations on more than 6,800 daily flights across our global network. Health Benefits: On day one, access to health, dental, prescription, vision, virtual doctor visits, flexible spending accounts, and more. Wellness Programs: Resources and support to help you be your best self. 401(k) Program: Available upon hire with employer contributions after one year for eligible workgroups. Additional Benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more. Pay Range Pay range: $51,000 to $86,500, taking into account the qualifications and experience of the selected candidate. EEO Statement Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status, or employment status. We support and obey laws that prohibit discrimination everywhere we do business. American Airlines, Inc. fully considers all qualified applicants, including those with a criminal history. #J-18808-Ljbffr