Customer Service Manager, Control Center (Miami, FL, US)

American Airlines Group
Miami
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: high_schoolSkills: ["Active listening","Critical thinking","Strong decision making","Proactive employee engagement","Sound business judgment"]

Lead and manage a high-performing airport customer service operation within the Customer Experience division. Coach and develop frontline team members to deliver an elevated customer experience, ensuring safe, reliable performance and compliance with federal, state, and local regulations. Provide frontline support mechanisms, manage resources to hit corporate and local scorecard metrics, and coordinate across departments to support an efficient, on-time operation across rotating shifts.

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FursaFursa
American Airlines Group
American Airlines Group
2 days ago

Customer Service Manager, Control Center (Miami, FL, US)

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live
Reposted: similar role first listed 5 months ago

Job Summary

Lead and manage a high-performing airport customer service operation within the Customer Experience division. Coach and develop frontline team members to deliver an elevated customer experience, ensuring safe, reliable performance and compliance with federal, state, and local regulations. Provide frontline support mechanisms, manage resources to hit corporate and local scorecard metrics, and coordinate across departments to support an efficient, on-time operation across rotating shifts.
Location: Miami
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Drive operational excellence by leading, engaging, coaching, and developing front-line team members.
  • •Ensure a safe, efficient operation in compliance with DOT, FAA, and other government agency requirements.
  • •Provide frontline exceptional support through mechanisms that enable superior customer service.
  • •Coach and mentor team members on skill development, customer service elevation, and company culture behaviors.
  • •Assess operational conditions to ensure scorecard metrics are fulfilled through collaboration across departments and levels.

Pay and Benefits

Perks:Health Insurance401kPet Insurance

Key Requirements

  • •High school diploma or GED equivalency.
  • •2 years of experience leading others.
  • •Previous airport customer service experience.
  • •Knowledge of company policies, procedures, and functional automation applications.
  • •Ability to fulfill FAA criminal background checks for unescorted access to SIDA and maintain applicable requirements such as a valid driver’s license.
Experience:2+ years
Education:High School
Skills:Active listeningCritical thinkingStrong decision makingProactive employee engagementSound business judgment
Licenses:USPS clearanceValid driver’s license
Tech Stack:Microsoft OfficeWordExcelPowerPointOutlook

Eligibility

Security Clearance:USPS clearanceFAA criminal background checks

Company Brief

American Airlines Group
Major U.S. airline providing scheduled passenger and cargo air transportation globally. Operates a large fleet and extensive domestic and international route network, serving millions of customers with diversified travel and loyalty services.
Industry: Airlines
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Fort Worth, United States
Founded: 1926
WebsiteLinkedIn