Manager, Airport Customer Operations - DFW

Manager, Airport Customer Operations – DFW Location: DFW Intl Apt (DFW-TRML). Posted until 06/23/2026. Intro Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board! Why you'll love this job This job is a member of the Hubs and Gateways Team, within the Customer Experience Division. Responsible for the efficient use of resources to ensure operational performance and enforce all company and departmental procedures, including safety and security. What you'll do Develop employees. Implement methods of maximizing revenue and controlling expenses. Oversee day‑to‑day customer service operations. Solicit ideas and/or feedback from employees and accept accountability for follow‑through. Communicate procedural changes to Customer Service Managers, supervisors, and employees and ensure compliance. Monitor and measure on‑time performance. Identify areas/individuals requiring improvement; develop and implement methods to increase performance. Develop and enhance the work relationship with vendors, ensuring all parties perform their responsibilities properly. Ensure all internal audit requirements are followed and remain accountable for compliance. Review staffing requirements and schedules for all department employees, ensuring adjustments are made as needed. Conduct grievance hearings and serve as a grievance hearing officer as required. Interpret the company's policies in a professional and positive manner to all customers. Assist Directors with Customer Service Manager interviews and selections. Aid and guide the development of Customer Service Managers and supervisory staff. Perform shift work, including nights, weekends and holidays. All you'll need for success Minimum Qualifications – Education & Prior Job Experience High School Degree or GED equivalent 3 years of airline supervisory experience 3 years of airport operations experience Preferred Qualifications – Education & Prior Job Experience Proven experience in baggage handling, baggage systems, and MBR improvement Experience working in/on or with airport ramps Skills, Licenses & Certifications Possess a valid US Driver’s License Must be self‑motivated, detail‑oriented, and a team player Able to perform in a fast‑paced environment while maintaining a professional and effective approach to high‑stress situations Ability to fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable What you’ll get Travel Perks: You and your family and friends can reach 365 destinations on more than 6,800 daily flights across our global network. Health Benefits: On day one, you’ll have access to health, dental, prescription, and vision benefits to help you stay well. Plus virtual doctor visits, flexible spending accounts, and more. Wellness Programs: Our wellness programs provide you with the tools, resources, and support you need. 401(k) Program: Available upon hire; employer contributions may begin after one year, depending on the workgroup. Additional Benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more. Feel free to be yourself at American From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups connect our team members to our customers, suppliers, communities, and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world. Are you ready to feel a tremendous sense of pride and satisfaction as you help keep the largest airline in the world running smoothly while caring for people on life’s journey? Feel free to be yourself at American. 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. ©2025, American Airlines, Inc. All applications will only be submitted through this site, and we will never require payment at any time during the application process. #J-18808-Ljbffr American Airlines