Customer Service Manager, Airport Customer Care (Miami, FL, US)

American Airlines Group
Miami
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: high_schoolSkills: ["Leadership","Coaching","Active listening","Critical thinking","Decision-making"]

Lead front-line airport customer care operations with a safety-first, service-excellence mindset. Drive operational excellence through coaching, goal-setting, resource allocation, self-audits, and root-cause investigations. Serve as a safety advocate and escalation point for complex service issues, while coordinating across departments, complying with corporate policy and JCBA requirements, and supporting rotating-shift operational needs.

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American Airlines Group
American Airlines Group
2 hours ago

Customer Service Manager, Airport Customer Care (Miami, FL, US)

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Last checked: 2 hours agoStatus: Live

Job Summary

Lead front-line airport customer care operations with a safety-first, service-excellence mindset. Drive operational excellence through coaching, goal-setting, resource allocation, self-audits, and root-cause investigations. Serve as a safety advocate and escalation point for complex service issues, while coordinating across departments, complying with corporate policy and JCBA requirements, and supporting rotating-shift operational needs.
Location: Miami
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Drive end-to-end exceptional customer service while maintaining a safety-conscious environment.
  • •Be a safety advocate by identifying and addressing safety concerns, including self-audits, observations, and root-cause investigations.
  • •Coach, mentor, and engage frontline team members by setting team and individual goals aligned to departmental and company objectives.
  • •Allocate resources and provide support so teams can deliver operational goals safely and reliably.
  • •Manage escalated service issues and coordinate communication across departments while ensuring adherence to corporate policy/procedure and JCBA requirements.

Pay and Benefits

Perks:Health InsuranceDentalVision401kPet InsuranceFlexible SpendingEmployee AssistanceWellness Stipend

Key Requirements

  • •High school diploma or GED equivalency.
  • •2 years experience leading others.
  • •Previous airport customer service experience.
  • •Knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook).
  • •Ability to obtain USPS clearance and fulfill FAA criminal background checks for unescorted SIDA access, if applicable.
Experience:AirportCustomer service
Education:High School
Skills:LeadershipCoachingActive listeningCritical thinkingDecision-making
Tech Stack:Microsoft OfficeWordExcelPowerPointOutlook

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