American Airlines

Sr Manager, Airport Customer Operations

American Airlines • $95K — $115K *
Charlotte, NC 28269In-Person
Transportation
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's degree or equivalent work experience/training
  • Understanding of budget processes, headcount, and staffing
  • Experience in driving operational improvements in large-scale operations
  • Leadership experience applicable to budgetary knowledge
  • Preferred experience managing frontline leaders

Responsibilities

  • Lead and develop a team of operational leaders
  • Plan, lead, and coordinate customer operations at the airport
  • Collaborate with leaders from various departments and local business partners
  • Engage frontline employees and advocate for team initiatives
  • Evaluate and implement processes to enhance performance metrics
  • Analyze data to identify improvement opportunities
  • Oversee technology and tools related to baggage processes

Benefits

  • Travel perks for you, your family, and friends with access to 365 destinations
  • Immediate access to health, dental, prescription, and vision benefits
  • Wellness programs supporting personal well-being
  • 401(k) program available upon hire with potential employer contributions
  • Additional benefits including employee assistance program and discounts on travel services
Full Job Description
8/10/26

Location: Charlotte/Douglas Intl Apt (CLT-TRML)
Cities: Charlotte - NC
Requisition ID: 87438
This job will continue to be posted until at least 8/16/2026. If interested, please apply prior to this date.

Job Description

Why you'll love this job

  • This job is a member of the Hubs & Gateways Team within the Customer Experience Division.
  • Responsible for planning, leading and coordinating all phases of Customer Operations at the Airport in collaboration with other department leaders such as Customer Care, Facilities, and Hub Control Center, as well as AA's local business partners. Directly responsible for executing through the team local and corporate initiatives.


What you'll do

  • Leads and develops a team of operational leaders including but not limited to daily oversight, counseling, performance reviews and training
  • Plans, leads and coordinates all phases of Customer Operations at Airport
  • Collaborates with other department leaders such as Customer Care, Facilities, and Hub Control Center, as well as AA's local business partners
  • Engages with frontline employees as an advocate of our team members and forward looking initiatives, and creating inclusive opportunities to bring teams and people together
  • Evaluates, recommends and implements new processes to improve performance impacting industry critical KPI's; Increase efficiency of relevant processes and resource utilization to maximize performance improvements
  • Analyzes data from multiple sources and identifies needs and opportunities for improvements to mitigate failures
  • Responsible for oversight and leading program development regarding technology and tools associated with baggage process
  • Operational responsibilities include but not limited to departure dependability, baggage handling performance, customer experience, budget and adhoc analysis
  • Interfaces and collaborates with frontline employees, Customer Care, Aircraft Maintenance, Regional Operations, Facilities, Tower Operations, Premium Service, Flight, Flight Service, Sales, etc
  • Develops and directs service programs to ensure optimum product delivery in customer service quality and departure dependability
  • Optimizes manpower, equipment, facilities and funds for Customer Operations
  • Demonstrates and cultivates collaborative relationships across all work groups and teams
  • Establishes workable set of quality controls, regulatory agencies, other stations and staff groups
  • Monitors and develops performance metrics to enhance sustainable delivery of customer operations goals


All you'll need for success

Minimum Qualifications- Education & Prior Job Experience
  • Bachelors degree or equivalent work experience/training
  • Thorough understanding of the budget process, headcount and staffing
  • Demonstrated proficiency in identifying areas for improvement in a large-scale operation, and ability to advocate and manage change
  • Prior experience in the application of budgetary knowledge to drive business results operational background in a leadership role


Preferred Qualifications- Education & Prior Job Experience
  • Experience managing front line leaders


Skills, Licenses & Certifications
  • Ability to lead and serve a large and complex organization through management leaders, individual contributors and front line team
  • Ability to think strategically, weighing long-term implications and solutions
  • Ability to problem solve, build and facilitate relationships at all levels of the organization, both internally and externally
  • Strong analytical skills, labor relations experience including working knowledge of agents and collective bargaining agreements; experience implementing procedures and ensuring consistent service delivery
  • Action oriented, results-driven leader with a natural aptitude for engaging employees across multiple workgroups
  • Flexibility and creativity to adjust to dynamic situations while effectively modeling executive leadership attributes
  • 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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