Manager, Airport Services - London Heathrow

About the Role

Join the American Airlines family in an exciting leadership position at London Heathrow Airport (LHR). This role is pivotal in managing airport operations, focused on delivering safe, efficient, and customer-centered services. You will lead operational activities, foster vendor and partner collaboration, and contribute to seamless airport functionality at one of the airline’s principal international hubs.

Key Responsibilities

• Oversee daily airport operations ensuring safety, reliability, and outstanding customer service.
• Manage performance metrics and collaborate with station and regional leaders to meet business goals.
• Supervise vendors and ground handling partners to ensure adherence to company standards and policies.
• Champion workplace safety programs, conduct safety assessments, and implement risk mitigation actions.
• Maintain compliance with all legal, operational, and corporate regulations, including audit requirements.
• Lead responses during irregular operations, guiding teams and partners effectively.
• Conduct regular team briefings and share updates on operations, safety, and procedures.
• Address and resolve issues related to customer experience, operational challenges, safety, and security.
• Initiate and oversee continuous improvement projects to boost operational efficiency and service quality.
• Monitor training compliance, organize recurrent trainings, and ensure operational readiness at the station.
• Build and maintain relationships with airport authorities, government agencies, vendors, and internal stakeholders.
• Represent the airline in relevant airport, regional, and operational meetings and forums.
• Contribute to business planning and support special projects as required.

Requirements and Qualifications

• Proven experience in airport or airline operations management or a related field.
• Demonstrated leadership managing employees, contractors, or third-party service providers.
• Strong capability to lead teams in dynamic, customer-focused settings.
• Experience overseeing operational performance and resolving complex issues.
• Ability to juggle multiple priorities and make informed operational decisions.
• Preferred: Previous experience in airline or airport management and vendor relationship oversight.
• Preferred: Background in managing safety, compliance, or operational improvements, plus project management skills.
• Knowledge of international airport operations and regulatory standards is advantageous.
• Excellent leadership, communication, stakeholder management, and conflict resolution skills.
• Proficient in Microsoft Office tools such as Word, Excel, and PowerPoint.
• Familiarity with airline operational procedures and customer service expectations.
• Capacity to obtain and uphold required airport security clearances and airside access.
• Valid driver’s license if operational duties require it.

Diversity and Inclusion

American Airlines values diversity and inclusion, fostering a welcoming environment where all employees can thrive. The airline hosts multiple business resource groups to connect employees to customers, communities, and promote personal and professional growth.