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The Lead Agent is a frontline leadership role within the Ticket Sales Center (TSC) and the broader Global Sales organization. This position is responsible for supporting daily operations while setting the standard for service excellence, compliance, and performance. The Lead Agent acts as a role model, problem solver, and trusted partner to leadership—guiding peers, resolving complex issues, and helping drive revenue and customer experience outcomes.

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.

• Provide day to day operational leadership to ensure consistent execution of ticketing, reservation, and customer service standards
• Serve as the primary escalation point for customer issues, fare inquiries, ticketing discrepancies, and system‑related concerns requiring advanced judgment
• Monitor agent performance for accuracy, quality, and timeliness, escalating trends, risks, or concerns to leadership
• Provide guidance and direction to agents on fare interpretation, ticketing policies, and reservation handling to ensure consistent application across the team
• Support onboarding and ongoing development of agents through coaching, process guidance, and knowledge sharing
• Support audit readiness by reviewing reconciliations, resolving discrepancies, and assisting with follow‑up on audit exceptions
• Monitor daily sales deposits and support compliance with financial controls and reporting requirements
• Identify process gaps or inefficiencies and provide recommendations to improve accuracy, service quality, and operational effectiveness
• Act as a liaison between the Ticket Sales Center and leadership, communicating operational updates, issues, and priorities
• Partner with cross‑functional teams to support system updates, procedural changes, and service initiatives

Minimum Qualifications- Education & Prior Job Experience

• Completion of secondary school or equivalent education level
• 2+ years’ experience in a customer-facing role within travel, tourism, or related field

Preferred Qualifications- Education & Prior Job Experience

• Previous experience in a supervisory capacity supporting frontline staff
• Experience within the airline industry

Skills, Licenses & Certifications

• Strong sales and upselling abilities
• Clear and professional communication
• Effective customer issue resolution
• Flexibility with shifts and schedules
• Quick to learn airline systems and tools

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.