Unit Manager, Customer Care

About the role

We are seeking a motivated, reliable leader to join our team as a Unit Manager, Customer Care in our Ground Handling Department. The primary responsibility of the position is to manage the operational activities of the department in accordance with established policies and procedures, focusing on assisting passengers with boarding flights.

Responsibilities

• Keep both the company goals and customer expectations in mind when overseeing daily operations
• Coach and provide career development to the staff
• Correct non-compliant behavior and impose corrective action as required
• Understand the corporate culture, policies, and goals, and take measures to implement these into daily work routines
• Manage the operational activities of the department in accordance with established policies and procedures
• Manage a team with varied duties to include supervisors and agents
• Administer administrative duties to include daily/weekly/monthly reports
• Responsible for staff scheduling to include work assignments/rotations, employee breaks, overtime assignment, and back up for absent employees
• Conduct employee performance reviews

Qualifications and Competencies

• Proven success as a Team Leader with ability to preplan manpower and equipment
• Able to work independently, set and meet own deadlines
• Able to work well with all levels of management and support staff
• Able to defuse conflicts among team members
• Familiarity with Microsoft Office Suite
• Prior experience with internal controls processes for accountable items

Preferred Qualifications

• Two (2) years of supervisory experience in both Ramp and Customer Service
• Working knowledge of Airport Operations Area (AOA) environment
• Extensive knowledge of QIK, Sabre, and the Internal Controls Manual (ICM)
• Bachelor’s Degree in Aviation, Business, or related field

Work Environment

• Use of computers and other office equipment
• Airport terminal environment, subject to varied weather conditions and elevated noise levels
• All shifts including weekends, nights, holidays and/or irregular shifts
• Frequent stooping, bending, kneeling, walking, standing, reaching, lifting, climbing up and down stairs
• Handle objects up to 70 pounds
• Assist passengers with disabilities, including, but not limited to, pushing wheelchairs

Physical Requirements

• Frequent stooping, bending, kneeling, walking, standing, reaching, lifting, climbing up and down stairs
• Handle objects up to 70 pounds
• Assist passengers with disabilities, including, but not limited to, pushing wheelchairs

Benefits

• Competitive salary starting at $52,000.00/Annual Salary
• Job application deadline: July 21, 2026
• Medical and dental benefits
• 401(k) plan
• Vacation
• Family travel on the American Airlines network
• Additional bonuses awarded in accordance with company policies and applicable criteria