Joseph Brooks
Customer Service Manager Airport Customer Operations @American Airlines
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WORK HISTORY
Customer Service Manager Airport Customer Operations @American Airlines
EDUCATION
Daniel Webster College
Aviation Management / Flight Training
SKILLS
ABOUT JOSEPH BROOKS
Airport operations and safety leader with more than 40 years of commercial aviation experience across airline, ground handling, and terminal operator environments. My background spans airside and terminal operations, Safety Management Systems (SMS), emergency and irregular operations, construction coordination, and operational performance management at complex domestic and international airports.I have led teams across multiple stations and regions, supporting airport networks with diverse operating models, regulatory environments, and stakeholder requirements. My experience includes operating in CFR Part 139 environments, coordinating closely with airport authorities, FAA, TSA/CBP, airlines, vendors, and labor groups to maintain safe, compliant, and efficient operations.Throughout my career, I have provided calm, structured leadership during high-stakes and time-critical events, including severe weather, infrastructure disruptions, construction impacts, and irregular operations. I am known for aligning stakeholders, stabilizing operations, and maintaining focus on safety, operational resilience, and customer confidence.My leadership approach is practical and people-centered, grounded in a strong SMS mindset, disciplined execution, and data-informed decision making. I place a high value on training, procedure design, and workforce development to ensure teams are prepared to perform consistently in complex operational environments.Core areas of expertise include:Airport and airside operations leadershipSafety Management Systems (SMS) and safety cultureEmergency response and irregular operations (IROPs)Manpower, staffing, and shift planningSupplier, vendor, and ground handling oversightGovernment, airport authority, and regulatory coordinationTraining design, delivery, and leadership developmentOperational performance analysis and KPI reportingI am open to Manager, Senior Manager, and Director-level opportunities in airport operations, airside operations, safety, customer experience, and workforce or resource planning.
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