Manager, Airport Services – London LHR

Overview

In this role you lead airport operations at London Heathrow to deliver safe, reliable, and customer-focused service. You will drive operational performance, collaborate with station and regional leaders, and oversee vendor partners to meet business objectives. You promote safety culture, manage irregular operations, and ensure regulatory and internal compliance. You will work with airport authorities and stakeholders to enhance service delivery and operational readiness, shaping performance at one of our largest international stations. This position offers a strategic role in sustaining excellent customer experience while navigating a fast-paced environment.

Responsibilities

• Lead daily airport operations to ensure safe and reliable, customer-focused service
• Manage operational performance metrics and align with station/regional leadership to achieve objectives
• Oversee vendors and ground handling partners ensuring policy and service adherence
• Promote safety culture through health/safety programs, risk mitigation, and observations
• Ensure station compliance with regulatory, corporate, and operational requirements including audits
• Coordinate responses to irregular operations and provide guidance to teams and vendors
• Conduct team briefings and communicate updates on operations, safety, and procedures
• Investigate and resolve customer service, operational, safety, and security issues
• Develop and implement continuous improvement initiatives to improve efficiency and service delivery
• Monitor training compliance and organize ongoing training to maintain readiness
• Build relationships with airport authorities, government agencies, vendors, and internal stakeholders
• Represent American Airlines at various airport, regional, and operational meetings and forums
• Support business planning and special projects as needed

Key requirements

• Experience leading airport or airline operations
• Experience managing employees, contractors, or third-party providers
• Ability to lead teams in fast-paced, customer-focused environments
• Experience managing operational performance and resolving complex issues
• Ability to prioritize multiple priorities and make sound operational decisions

• Strong leadership and people management
• Excellent verbal and written communication
• Interpersonal and stakeholder management
• Proficiency with Microsoft Office (Word, Excel, PowerPoint)
• Knowledge of airline operations and customer service standards
• Understanding of regulatory requirements for international airports

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