Manager, Customer Service-IOC Operations

The Manager, Customer Service-IOC Operations plays a critical leadership role within the Customer Delivery organization at the Integrated Operations Center, helping shape how American Airlines delivers for customers and supports team members during the moments that matter most. In this role, you will lead through collaboration, influence, and operational excellence—partnering across teams to elevate the customer experience, support frontline decision-making, and drive alignment across the operation. You will also help foster an inclusive, high-performing culture on the IOC floor by developing people, strengthening teamwork, and creating an environment where team members feel supported, valued, and empowered to make an impact.

What You Will Do

Provides sound hands-on leadership to achieve business objectives, ensure optimal performance, and devotion to service standards. Sets specific objectives and key performance measures. Ensures a high-performance environment. Demonstrates appropriate and positive energy, judgment in decision making, appropriate communication methods, and employee support.

Why It Might Be a Fit

Creates and oversees implementations and planning or planned efforts. Provides guidance, counseling, training, coaching, and administers corrective action in a fair and consistent manner adhering to company code of Ethics and standards. Facilitates employee development by utilizing creative coaching techniques, performance plans, skill assessments to improve overall department productivity.

Requirements

• Bachelor’s degree in relevant field or equivalent experience/training
• 5 years of supervisory/managerial experience
• Strong presentation skills and Project management skills
• Aviation Customer Experience
• Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
• Knowledge of performance reporting, demonstration of data, department statistics, and development of professional presentations
• Outstanding organizational, time management, creative thinking, and problem-solving skills
• Excellent interpersonal skills
• Ability to train, develop, and motivate
• Ability to energetically lead highly engaged employees in a complex and constant changing environment
• Ability to effectively adopt to changes, embrace new ideas and motivate teams
• Ability to prioritize, meet deadlines consistently, and concurrently handle multiple tasks effectively
• Ability to analyze and interpret complex documents and processes
• Ability to resolve difficult personnel and administrative issues

Benefits

• Travel Perks
• Health Benefits
• Wellness Programs
• 401(k) Program
• Employee Assistance Program
• Pet insurance
• Discounts on hotels, cars, cruises, and more
• Paid holidays