Customer Service Manager, Airport Customer Operations - Miami MIA

American Airlines Group
Miami
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: high_schoolSkills: ["Leadership","Coaching","Active listening","Critical thinking","Decision-making"]

Lead safe, high-performing airport customer service operations by driving operational excellence, serving as a safety advocate, and coaching frontline teams. Set team goals, allocate resources, and ensure reliability through self-audits, observations, and root-cause investigations. Manage escalated service issues, promote cross-department communication, and help teams apply union contract rules while delivering exceptional customer experiences.

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FursaFursa
American Airlines Group
American Airlines Group
1 day ago

Customer Service Manager, Airport Customer Operations - Miami MIA

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Lead safe, high-performing airport customer service operations by driving operational excellence, serving as a safety advocate, and coaching frontline teams. Set team goals, allocate resources, and ensure reliability through self-audits, observations, and root-cause investigations. Manage escalated service issues, promote cross-department communication, and help teams apply union contract rules while delivering exceptional customer experiences.
Location: Miami
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Drive operational excellence while maintaining a safety-conscious environment for end-to-end customer service.
  • •Act as a safety advocate by identifying concerns, conducting self-audits/observations, and leading root-cause investigations.
  • •Set team and individual goals and coach/mentor frontline team members to elevate customer service and culture behaviors.
  • •Allocate resources and provide support so teams can safely meet operational goals and maintain safety and reliability.
  • •Manage escalated service issues and communicate key corporate/local information to frontline leaders; support adherence to JCBA and corporate policies.

Pay and Benefits

Perks:Health InsuranceDentalVision401kEmployee AssistancePet Insurance

Key Requirements

  • •High school diploma or GED equivalency.
  • •Previous airport customer service experience.
  • •2 years experience leading others.
  • •Knowledge of company policies and procedures and functional automation applications.
  • •Ability to qualify for a (SIDA) badge and have USPS clearance or the ability to obtain USPS clearance.
Experience:2+ yearsAirport customer service
Education:High School
Skills:LeadershipCoachingActive listeningCritical thinkingDecision-making
Licenses:Valid driver's license
Tech Stack:Microsoft OfficeWordExcelPowerPointOutlook

Eligibility

Security Clearance:USPS clearance

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