American Airlines

Sr Manager, Airport Customer Care

American Airlines • $90K — $110K *
Dallas, TX 75217In-Person
Transportation
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree or equivalent experience/training
  • 5 years leadership experience
  • Knowledge of Microsoft Office (Word, Excel, Outlook)
  • Strong leadership skills for training and motivating teams
  • Excellent organizational and time management skills

Responsibilities

  • Provide hands-on leadership to achieve business objectives and maximize performance
  • Set and communicate goals to support performance enhancements and cost control
  • Identify improvement opportunities and implement methods to boost revenue and customer service
  • Foster a customer-focused environment by providing timely feedback on service issues
  • Lead all departments during coverage for vacations or outages
  • Collaborate with cross-functional teams to roll out new initiatives and programs
  • Evaluate and coach team performance through quality control measurements

Benefits

  • Travel perks with access to 365 destinations and over 6,800 daily flights
  • Health, dental, prescription, and vision benefits available from day one
  • Wellness programs to support personal and professional growth
  • 401(k) program available upon hire with employer contributions after one year
  • Other benefits include employee assistance program, pet insurance, and travel discounts
Full Job Description
9/22/26

Location: DFW Intl Apt (DFW-TRML)
Cities: DFW Airport - TX, Fort Worth - TX
Requisition ID: 88350

Job Description

What you'll do

  • Provides hands-on leadership in achieving business objectives, ensuring maximum performance and adherence to service standards
  • Supports key performance measures by setting and communicating goals to create a high performance culture, which exceeds performance measurements in productivity enhancements and cost control
  • Seeks opportunities for continuous improvement; provides recommendations and implements methods to increase revenue reduce cost and improve customer service
  • Upholds a strong commitment to enhance both internal and external customer focus, and ability to provide timely feedback related to customer service, sales or specialty issues
  • Responsible for all departments during vacations, outages, or other times needed
  • Partners with leaders throughout the organization and Customer Planning to develop effective communication channel
  • Works closely with internal departments such as Training, Marketing, and Operations to roll out new initiatives, programs, products, systems, automation enhancements, sales techniques, brand, destinations, etc.
  • Works closely with Human Resources/Employee Relations to ensure understanding and proper application of policies, procedures and the collective bargaining agreement
  • Ensures enforcement of all Company policies and guidelines, including attendance adherence
  • Establishes and maintains a positive work environment that encourages and rewards excellence while fostering team-spirit through engagement. Effective coach for CSMs, CSCs, and agents
  • Develops and utilizes recognition programs to reward team members for outstanding performance
  • Demonstrates proficiency in all station operating and performance reporting systems
  • Adjusts effectively and professionally to change when working within new structures, processes, requirements, or cultures
  • Evaluates individual and team performance through quality control measurements including call observations, complaints, compliments and customer experience feedback
  • Interacts well with airport community and management
  • Ability to work varied hours, including nights, weekends and holidays, as well as provide CSM on Duty coverage
  • Ability to travel as necessary


All you'll need for success

Minimum Qualifications- Education & Prior Job Experience
  • Bachelor's degree or equivalent experience/training
  • 5 years leadership experience


Preferred Qualifications- Education & Prior Job Experience
  • Knowledge of CWA/IBT CBA and understanding of working in union environment


Skills, Licenses & Certifications
  • Knowledge of Microsoft Office to include Word, Excel, Outlook, etc.
  • Skills in outstanding leadership, with ability to lead, train, develop, and motivate a team of customer service representatives
  • Skills in outstanding organization and time management
  • Skills in excellent creative thinking and problem-solving
  • Ability to positively lead a team, in a fast-paced, ever-changing environment
  • Ability to concurrently manage multiple tasks and effectively handle shifting priorities in a dynamic work environment
  • Ability to effectively communicate with all levels both verbally and written
  • Ability to provide strong presentations
  • Ability to analyze and interpret complex documents
  • Ability to resolve difficult personnel and administrative issues
  • 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


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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