Flight Operations Manager in SFO Airport

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Website Hallmark Aviation Services

Job Overview: Customer Service Manager, Airport Customer Experience

American Airlines is looking for a goal-oriented Customer Service Manager (CSM) to join the Hubs & Gateways team at Seattle-Tacoma International Airport (SEA). This leadership role focuses on “above-the-wing” operations, where you will lead, coach, and engage a front-line team to deliver an elevated passenger experience while maintaining a safe and reliable operation.

As a CSM, you act as the bridge between corporate strategy and real-time execution, ensuring that both team members and customers are cared for on their journey.

Key Responsibilities & Leadership Focus

Operational Excellence & Compliance

  • Regulatory Leadership: Ensure the team performs work in a safe, efficient manner in compliance with FAA, DOT, and other government agency regulations.

  • Metric Management: Assess the operational environment to ensure corporate and local scorecard metrics (on-time performance, baggage handling, etc.) are fulfilled.

  • Departmental Collaboration: Coordinate station activities with multi-functional departments to ensure essential needs are met for a smooth operation.

Team Coaching & Culture

  • Mentorship: Coach front-line team members in skill development, customer service elevation, and the “American” culture.

  • Trust & Respect: Foster an environment of mutual respect, authenticity, and integrity among team members.

  • Celebration of Success: Create a positive workspace that recognizes team achievements and provides the support structure needed for high performance.

Customer Engagement

  • Conflict Resolution: Use sound business judgment to resolve issues with internal and external customers.

  • Service Elevation: Provide the team with the resources and direction necessary to deliver superior, compassionate customer service.

Qualifications & Requirements

Minimum Qualifications

  • Education: High School diploma or GED equivalency.

  • Legal/Security: Must have (or be able to obtain) USPS clearance (requires 5-year U.S. residency) and pass an FAA criminal background check for a SIDA badge.

  • Licensing: Valid driver’s license as required by local authorities.

Preferred Experience

  • Leadership: 2+ years of experience leading others.

  • Aviation: Previous airport customer service experience.

  • Systems: Knowledge of company policies and functional automation/airport applications.

Core Competencies

  • Flexibility: Ability to work rotating shifts, including weekends, holidays, and extra hours as operational needs dictate.

  • Soft Skills: Active listening, critical thinking, and proactive employee engagement.

  • Technical: Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook).

Compensation & Comprehensive Benefits

  • Pay Range: $50,000 – $84,000 per year, based on qualifications and experience.

  • Travel Perks: World-class flight privileges for you, your family, and friends to 365+ global destinations.

  • Health & Wellness: Day-one access to medical, dental, vision, and prescription benefits; includes wellness tools and doctor visits.

  • Financial Security: 401(k) program available upon hire with potential employer contributions after one year.

  • Additional Perks: Pet insurance, Employee Assistance Program (EAP), and discounts on hotels, cruises, and rental cars.

Why American Airlines?

Joining the Seattle team means being part of a dynamic, inclusive workforce that values diversity as its foundation. With over 20 Employee Business Resource Groups, American focuses on helping every team member reach their full potential while keeping the world’s largest airline running smoothly.

The Organization & Culture American Airlines (AA) is a founding member of the oneworld® alliance and operates as a major player in the Pacific Northwest through a high-profile “West Coast International Gateway” partnership with Seattle-based Alaska Airlines. In 2026, the culture is defined by a “Pivot to Premium” and the “Forever Forward” initiative, which emphasizes multi-billion dollar investments in fleet modernization and customer experience. Employees in the Seattle hub describe a professional, high-standards environment that bridges the gap between a legacy carrier’s scale and the local, tech-forward energy of the region. As of 2026, AA is noted for its “Day One” benefit philosophy, ensuring that even new hires feel integrated into the “American family” immediately upon joining.

The Location: Seattle-Tacoma International Airport (SEA)

  • The Ticket Counter: Located in Concourse D, American operates a cashless facility open daily from 3:00 a.m. to 11:30 p.m.

  • The 2026 Terminal Experience: Seattle-Tacoma is currently undergoing a massive “SEA Gateway” overhaul to be completed just before the 2026 World Cup. For AA staff, this means working in a modernized environment with new digital check-in equipment and expanded concourse amenities, including a “vertical” expansion of the C Concourse featuring new restrooms and nursing stations.

  • The Partnership Hub: Because Seattle is a primary hub for Alaska Airlines, AA employees work in close coordination with Alaska staff, sharing terminal space and coordinating seamless transfers for international passengers heading to London, Shanghai, or Tokyo.

To apply for this job please visit www.hallmark-aviation.com.