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Director, LHR Airport Operations - United Kingdom LON

September 24, 2026

Location: London Heathrow Apt (LHR-TRML)
Requisition ID: 62307

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 UK Operations Director will oversee and provide long term strategic direction to the airports and ensure compliance in the areas of Safety and Customer Service.

What you'll do

Manage all areas covering UK airport operations initially and longer term our UK operations
Plan, direct and coordinate activities of the airport operation through obtaining optimum use of equipment, facilities and personnel. Lead the whole team (insourced / outsourced) towards achievement station performance/service targets and company goals
Be responsible for making strategic and operational decisions. Optimizing the business, leading the people and cultivating relationships with diverse audiences

Leadership

Lead, co-ordinate and take overall responsibility of the performance of a team of team members and contracted personnel in all areas covering customer services, ticketing, operations, baggage service, ramp, catering and security
Lead and co-ordinate airport staff including all activities such as working schedule, trainings and performance appraisals, company audits and financial wellbeing
Motivate team members and align them with the organizational direction and achievement of station targets/goals

Relationship Management

Build strong relationships across Atlantic Joint Business (AJB) and oneworld alliance partners, finding synergies and building a strong seamless end quality product/service
Negotiate on behalf of American Airlines with contractors, suppliers and airport authorities. Build effective alliances and partnerships with constituents
Be responsible for ensuring American Airlines is presented in the best possible light to airport authorities, other airlines and the public
Attend/conduct meetings as necessary both internal and external related to the airport operation. Including but not limited to crew hotel, catering company and ground handling company to ensure their compliance to American Airline’s procedures/requirements
Collaborate with other departments and stations to achieve efficiency
Represent American Airlines on regional industry affairs groups (i.e. BAR UK, Airline Operators Committee) and negotiate and influence spending on airport related projects
Be actively involved in liaising with IT (HDQ) for continuous development and improvement in IT delivery
Develop and implement consistent airport policy by liaising with Heathrow Airport Limited, AJB partners and various other key stakeholders

Operations

Adept in handling critical situations; able to respond appropriately during and emergency response. Follow up on any American Airlines, airport or business partner service failures
Be responsible and fully accountable for meeting all operational performance goals, profitability and cost control goals
Resolve service and operational issues that may arise/be escalated from the daily operation, with contractors and other Airline/ Airport authorities
Be accountable for the delivery of various reports and flow of paperwork through UK leadership

Service Delivery

Lead our teams to deliver a world class customer experience to our customers travelling through our airports in the country
Meet and exceed company Likelihood to Recommend (LTR) customer advocacy targets across all touch points within the airport experience
Create unique ‘Best in Class’ programs to positively differentiate American Airlines from our competitors
Create a world-class safety culture taking care of our team members and customers.

What you'll do (cont')

Financial, Regulatory & Sustainability

Overall responsibility to maintain the company's legal, regulatory and procedural objectives
Be accountable and ensure UK leadership team are responsible for preparing, monitoring and controlling the total station operating budget. Meet strategic goals in operational performance and cost control
Ensure company standard of safety, safety and quality are maintained at all times fostering continuous improvement
Compile reports on any operational irregularities and present this with suggestions for corrective action to officers
Support company strategy and initiatives to deliver on our goal to reach net-zero carbon emissions by 2050
Represent American Airlines in our local communities to support environment and sustainability projects and programs.

General

Have the flexibility to take on additional responsibility across other regional stations as / when required
Take reasonable care of the health and safety of self, as well as the safety of others who may be affected by his/her acts or omissions. Co-operate with American Airlines as far as is necessary to enable American Airlines to comply with all relevant statutory provisions. Immediately report serious risks or concerns over safety issues
Comply with the American Airlines Rules of Conduct and work within the context of all Company’s policies & procedures
Maintain a standard of dress code that is appropriate to the role and in accordance with the Company’s uniform/dress policy
Be aware of and sensitive to differences and work in a way consistent with the principles of equal opportunities and anti-discriminatory practice
Maintain and respect confidentiality at all times and to ensure adherence to the Company’s Confidentiality Policy
Undertake appropriate training as required and agreed and to take responsibility for self-development
Undertake any other duties which are consistent with the position.

All you'll need for success

The ability to develop a collaborative long-term strategic vision
Possess a positive approach to problem solving
Strong negotiation skills
Strong analytical skills
Have a thorough understanding of the budget process, headcount and staffing
Excellent Communication skills both written and verbal
Demonstrable proficiency in identifying areas for continuous improvement
Experience of implementing procedures and ensuring consistent service delivery
The ability to advocate and influence support for change
Strong operational background in a leadership role
A flexible approach to managing across sites/ locations
Previous Airport Operations experience
Be willing and able to travel

Job Level: 7/Management
Requisition ID: 62307

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

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