About the role
Job Overview
Under direction of the Senior Terminal Experience Manager, manages both strategic and operational performance and customer experience across terminal facilities, ensuring compliance with terminal standards and requirements outlined in Use and Lease Agreements. Engages regularly with airline leadership—including American Airlines (AA) and Other Airline (OAL) station managers—TSA leadership, concessions partners, custodial and maintenance teams, contractors, and Airport departments. Oversee terminal conditions, service recovery efforts, irregular operations response, stakeholder communication, and on-site decision-making to maintain safe, efficient, and customer-focused terminal environments.
What you will be doing
Develops annual terminal experience improvement plans and contributes to long‑term strategic initiatives focused on customer satisfaction and terminal performance metrics.
Engages daily with AA leadership, OAL station managers, concessions operators, TSA leadership, custodial teams, maintenance providers, and other Airport partners to ensure a best-in-class terminal and customer experience.
Builds and maintains cooperative relationships with tenants and service providers to uphold terminal standards, operational expectations, compliance requirements, and customer-focused environments.
Communicates daily operational priorities with Terminal Experience Supervisors and ensures execution of terminal plans, service delivery standards, and appearance expectations across assigned facilities.
Coordinates maintenance, repairs, and operational activities with custodial services, facilities maintenance, and other departments to uphold safety, cleanliness, and compliance with Use and Lease Agreements.
Conducts routine terminal inspections, identifies issues, and leads decision-making regarding corrective actions, stakeholder communication, and service recovery needs.
Oversees terminal operations during irregular operations and service disruptions, partnering closely with airlines, TSA, concessions, DPS, and internal departments to resolve issues and maintain customer service continuity.
Ensures customer experience standards are upheld during f…
