General Manager, Airport Customer Experience

American Airlines Group - Newark, NJ

Full-time - Manager

Newark, NJ

Air Transportation

About the position

The General Manager of Airport Customer Experience at American Airlines is responsible for overseeing daily airport operations, optimizing business performance, and leading a team to ensure safe and efficient service for passengers and stakeholders. This role involves managing relationships with various internal and external parties, monitoring station performance, and ensuring compliance with safety and regulatory standards.

Responsibilities

• Directs, manages and oversees daily airport operation activities to ensure safe, reliable and efficient service for passengers and stakeholders.
• Assesses and executes appropriate resources to optimize station performance.
• Monitors, reviews, and reports station performance.
• Establishes relationships through engagement, collaboration, and inclusiveness with internal and external stakeholders.
• Coordinates closely with local airport authorities and government agencies to represent the organization's priorities and concerns.
• Manages scheduled, off-scheduled, and charter flight operations to meet performance goals.
• Acts as liaison between the Company and various organizations.
• Evaluates, identifies, and recommends process improvement changes for a dynamic operational environment.
• Oversees, monitors, and controls budget and manages overall financial administration.
• Leads, motivates, and develops employees to perform safely and deliver superior customer service.
• Assumes responsibility for employee management including hiring, performance reviews, corrective action, salary administration, training, and career development.
• Maintains company standards of safety and security.
• Partners with vendors and contractors.
• Preserves integrity and ethical values related to audits, compliance, and regulatory mandates.

Requirements

• Bachelor's or Master's degree in related field or equivalent training/experience.
• 7+ years of airline operations experience or relevant experience.
• 4 years in supervisory or management capacity (preferred).
• Knowledge of managing an operating budget (preferred).
• Ability to take initiative and adapt to a fast-paced environment.
• Ability to deliver key corporate messages across all workgroups.
• Strong organizational and time management skills with the ability to handle multiple projects while meeting deadlines.
• Understanding of safety, compliance, and regulatory standards associated with flight operations.
• Ability to work cohesively with collective bargaining units.
• Demonstrated collaborative ability across departments, business units, vendors, and contractors.
• Ability to resolve issues with internal and external customers.
• Uses sound business judgment to make key decisions.
• Effective conflict resolution skills.
• Exceptional supervisory, leadership, and motivational skills.
• Skilled in Microsoft Office software (e.g., Word, Excel, Access, PowerPoint).
• Valid US driver's license.

Nice-to-haves

• Experience in a fast-paced operational environment.
• Familiarity with airport operations and regulations.

Benefits

• Travel Perks: Access to 365 destinations on more than 6,800 daily flights.
• Health Benefits: Health, dental, prescription, and vision benefits from day one.
• Wellness Programs: Tools and resources for personal wellness.
• 401(k) Program: Available upon hire with employer contributions after one year.
• Additional Benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, and cruises.