Sr Manager, UK Operations, London LHR

Intro

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why you'll love this job

The Sr Manager, UK Operations is responsible for leading and coordinating airport operations at London Heathrow, ensuring the safe, reliable, and efficient delivery of services while driving operational performance, regulatory compliance, and exceptional customer experiences. This role serves as a key leader representing American Airlines and overseeing vendor performance, operational execution, and stakeholder relationships.

The role is a part of the International Airport Operations Team within our Customer Experience Division. You'll bring your leadership, operational management, and stakeholder partnership skills to drive operational excellence and service delivery at one of American Airlines' most important international gateways.

What you'll do

As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

• Direct and coordinate daily airport operations at London Heathrow and ensure achievement of operational performance metrics.
• Provide leadership and oversight of vendor partners responsible for customer service, airport operations, and baggage services.
• Promote and maintain a strong safety culture while ensuring compliance with all company policies, procedures, and regulatory requirements.
• Lead operational audits, risk assessments, safety observations, and investigations related to safety, security, and operational performance.
• Collaborate with airport authorities, vendors, government agencies, and key stakeholders to support operational effectiveness and compliance.
• Manage and resolve escalated customer service, operational, and irregular operations issues.
• Drive continuous improvement initiatives focused on service quality, safety, efficiency, and operational reliability.
• Ensure all vendor employees maintain required training, certifications, and regulatory compliance standards.
• Lead operational briefings and communicate corporate initiatives, safety updates, and procedural changes.
• Support business planning activities and represent American Airlines at airport, regional, and industry meetings as required.
• Lead and motivate cross-functional teams and vendor partners to deliver world-class customer service and operational performance.
• Manage emergency response preparedness activities and support airport contingency planning.

All you'll need for success

Minimum Qualifications – Education & Prior Job Experience

• Experience working in an airport or airline operations environment.
• Experience leading operational teams and managing vendor or contractor relationships.
• Strong leadership, employee engagement, and people management skills.
• Ability to manage multiple priorities in a fast-paced operational environment.
• Valid authorization to live and work in the United Kingdom.
• Ability to obtain and maintain airport security clearance.

Preferred Qualifications – Education & Prior Job Experience

• Experience leading international airport operations.
• Experience managing large-scale vendor performance and airport service delivery.
• Broad knowledge of airline customer service, airport operations, safety, and regulatory requirements.
• Experience leading operational improvement and compliance initiatives.

Skills, Licenses & Certifications

• Strong interpersonal, communication, and stakeholder management skills.
• Exceptional leadership and team development capabilities.
• Strong operational decision-making and problem-solving skills.
• Ability to influence and lead cross-functional teams and third-party partners.
• Project management and continuous improvement skills.
• Ability to manage workplace conflict and drive accountability.
• Strong organizational, planning, and time-management skills.
• Proficiency with Microsoft Office applications, including Word, Excel, and PowerPoint.
• Valid driver's license.
• Ability to obtain and maintain required airport security credentials.

Feel free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.