Manager, Airport Customer Care - Miami MIA

American Airlines Group
Miami
Workplace: OnsiteFull timeFunction: Product ManagementEducation: bachelorsSkills: ["Leadership","Organizational skills","Analytical skills","Multi-tasking","Delegation"]

Manage and develop airport customer-care operations for the Hubs and Gateways team within Customer Experience. Oversee ticket counter and gate activity across multiple facilities, ensure safety and security compliance, and drive operational performance through staffing, trend analysis, and continuous process improvements. Lead and mentor employees, coordinate procedural changes, support vendor and audit compliance, and manage annual expense planning while working rotating shifts.

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FursaFursa
American Airlines Group
American Airlines Group
5 days ago

Manager, Airport Customer Care - Miami MIA

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Manage and develop airport customer-care operations for the Hubs and Gateways team within Customer Experience. Oversee ticket counter and gate activity across multiple facilities, ensure safety and security compliance, and drive operational performance through staffing, trend analysis, and continuous process improvements. Lead and mentor employees, coordinate procedural changes, support vendor and audit compliance, and manage annual expense planning while working rotating shifts.
Location: Miami
Workplace: Onsite
Employment Type: Full time
Job Function: Product Management
Seniority: Manager level

Key Responsibilities

  • •Oversee day-to-day customer service operations, including oversight of ticket counter and gate activity across multiple facilities.
  • •Ensure efficient use of resources to meet operational performance targets.
  • •Enforce company and departmental procedures, including safety and security, and communicate procedural changes for compliance.
  • •Review staffing requirements and bid schedules; monitor and analyze trends to improve on-time performance.
  • •Mentor and develop employees, identify areas for improvement, and develop and implement processes to boost efficiency and productivity.

Pay and Benefits

Perks:Health InsuranceDentalVision401kPet InsuranceEmployee Assistance

Key Requirements

  • •Bachelor’s degree in Business Management or a relevant field, or equivalent experience/training.
  • •3 years’ work experience in airline customer service supervisory roles.
  • •Knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook).
  • •Proficient analytical skills and use of PC-related software.
  • •Ability to complete FAA criminal background checks for unescorted access privileges to airport SIDA areas, if applicable.
Experience:AirlineAirport customer service
Education:Bachelor's in Business Management (or relevant field)
Skills:LeadershipOrganizational skillsAnalytical skillsMulti-taskingDelegation
Licenses:Driver’s license (if required by local authorities)
Tech Stack:Microsoft OfficeWordExcelPowerPointOutlookPC software

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