American Airlines

Duty Manager, Airport Customer Experience

American Airlines • $71K — $100K *
Boston, MA 02115In-Person
Hospitality & Recreation
Less than 5 years of experience
4 days ago
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's Degree in related field or equivalent experience
  • 2 years of airport operational background
  • Experience in assessing manpower needs
  • Understanding of staffing models
  • Ability to lead and motivate employees

Responsibilities

  • Facilitates station training needs with various training initiatives
  • Oversees and verifies training deadlines are met
  • Maintains knowledge of Customer Care and Operations responsibilities
  • Plans local safety initiatives with station leadership
  • Drives safety initiatives through training sessions
  • Analyzes safety data to implement corrective actions
  • Ensures team accountability to policies and procedures

Benefits

  • Travel perks for employees and their families
  • Comprehensive health, dental, and vision benefits from day one
  • Access to wellness programs and resources
  • 401(k) program with potential employer contributions
  • Additional perks like pet insurance and discounts on travel services
Full Job Description
7/13/26

Location: Logan Intl Apt (BOS-TRML)
Cities: Boston - MA
Requisition ID: 86782
This job will continue to be posted until at least 07/20/2026. If interested, please complete assessment and apply prior to this date.

Job Description

Why you'll love this job

  • This job is a member of the Customer Experience administration team within the Customer Experience Division.
  • Responsible for leading a group of management and support staff responsible for but not limited to lost time, agent/clerk staffing, payroll, training and team support


What you'll do

  • Facilitates station training needs with recurrent, ad hoc and system training initiatives
  • Oversees station trainers and ensures all training deadlines are met
  • Maintain strong operational knowledge of both Customer Care and Customer Operations responsibilities, including de-icing
  • Helps plan and develop local safety initiatives with station leadership to deliver to the frontline team
  • Helps to drive safety initiatives by developing and leading training sessions focused on safety and compliance
  • Analyzes safety data to track trends and implement corrective actions
  • Holds team accountable to policies and procedures


All you'll need for success

Minimum Qualifications- Education & Prior Job Experience
  • Bachelor's Degree in related field or equivalent experience and/or training
  • 2 years of airport operational background with experience in assessing manpower needs, administering bids, with a good understanding of staffing models


Preferred Qualifications- Education & Prior Job Experience
  • N/A


Skills, Licenses & Certifications
  • Ability to lead and motivate employees and work closely with both the Hub/Gateway and the union leadership teams
  • Ability to have exceptional organization and planning skills, with attention to detail
  • Ability to identify opportunities for improvement as well as proven success implementing strategic initiatives under time constraints
  • Ability to digest complex fact scenarios and develop compelling business cases to support your position
  • Knowledge of presentation and communication skills - direct and persuasive as well as diplomatic
  • Ability to have outstanding leadership and interpersonal skills
  • Knowledge in Microsoft Excel, Outlook, PowerPoint and Word
  • Ability to fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
  • Applicable valid driver's license as required by local authorities, if applicable


What you'll get

Feel free to take advantage of all that American Airlines has to offer:
  • Travel Perks: Ready to explore the world? You, your family and your 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 your health, dental, prescription and vision benefits to help you stay well. And that's just the start, we also offer virtual doctor visits, flexible spending accounts and more.
  • Wellness Programs: We want you to be the best version of yourself - that's why our wellness programs provide you with all the right tools, resources and support you need.
  • 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
  • Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more


Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life's journey? Feel free to be yourself at American.

About American Airlines

US Airways provides international and domestic air transport in the United States. It is owned by the American Airlines Group. US Airways utilizes a fleet of 343 mainline jet aircrafts, along with 278 regional jet and turbo-prop aircrafts operated by contract and subsidiary airlines under the name US Airways Express. It was originally established as All American Aviation.It operates an airline network with 193 destinations in 24 countries in North America, South America, Europe, and the Middle East. It also operates the US Airways Shuttle, a US Airways brand which provides hourly service between Boston, New York City, and Washington, D.C.As of October 2013, US Airways employed 32,312 people worldwide and operated 3,028 daily flights.US Airways is a member of Oneworld, and it currently operates along with American Airlines as a result of a merge between the two holding companies of these airliners.US Airways was established in 1973. It operates hubs at Charlotte/Douglas International Airport, Philadelphia Inte...

American Airlines Careers

Join the dynamic team at American Airlines, a leader in global aviation and an innovator in the airline industry. With a wide range of job opportunities, American Airlines is the perfect place to advance your career, offering roles that cater to a variety of skills and professional interests. Work You’ll Do At American Airlines, you will be part of a team that is dedicated to providing world-class service and shaping the future of travel. Our employees enjoy a culture of collaboration and respect, where diversity and inclusion are celebrated. With American Airlines, you can contribute to a legacy of innovation and leadership in the skies. Transform Your Career American Airlines is not just a company; it's a community where you can grow your career through a robust suite of professional development and diversity training programs. Our leadership is committed to nurturing talent and recognizes the value of each individual’s growth. Join a team that leads with integrity and a passion for progress. At American Airlines, your career trajectory is bolstered by our commitment to innovation and excellence in the aviation industry. Internship Opportunities Kickstart your career with an internship at American Airlines. Gain invaluable industry experience, build your resume, and make connections that will propel your professional life. Our internships offer hands-on experience in a variety of departments, helping you discover your path in the aviation industry. Benefits of Working With Us American Airlines places immense value on the well-being of its team members. Employees enjoy competitive benefits including health, dental, and vision insurance, employee discounts, and flexible spending accounts. More than just perks, our benefits are designed to support your life, both at work and at home. Explore Job Opportunities Whether you’re looking to enhance your career in engineering, customer service, or leadership, American Airlines has a position that will match your skills and passions. We are continuously hiring and looking for motivated individuals who are ready to take their careers to new heights. Stay Connected Join Our Team Search open positions that align with your skills and interests. We are looking for passionate, curious, and solution-driven team players. SEARCH AMERICAN AIRLINES JOBS Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. READ CAREERS BLOG Job Alert Emails Customize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding opportunities that await at American Airlines.
Learn more about American Airlines
Size
123,400 employees
Market Cap
$8 billion
Industry
Aerospace & Defense
Net Income
-$8.8 billion
Founded
1930
5 Year Trend
-5.7%
Revenue
$17.3 billion
NASDAQ
AAL
* Ladders Estimates

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