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

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

Lead and manage airport customer care operations with a safety-first, high-performance mindset. Coach and develop frontline team members, set team and individual goals, allocate resources, and ensure ongoing safety and reliability through audits, observations, and root-cause investigations. Serve as a visible safety advocate, manage escalated service issues, and coordinate communication across departments to deliver exceptional customer service while adhering to corporate policy and union agreement requirements.

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FursaFursa
American Airlines Group
American Airlines Group
7 hours ago

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

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Lead and manage airport customer care operations with a safety-first, high-performance mindset. Coach and develop frontline team members, set team and individual goals, allocate resources, and ensure ongoing safety and reliability through audits, observations, and root-cause investigations. Serve as a visible safety advocate, manage escalated service issues, and coordinate communication across departments to deliver exceptional customer service while adhering to corporate policy and union agreement requirements.
Location: Miami
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Drive operational excellence while promoting a safety-conscious environment for end-to-end exceptional customer service.
  • •Be a safety advocate by identifying and addressing safety concerns and conducting self-audits, observations, and root cause investigations.
  • •Establish team and individual goals and coach/mentor frontline team members for skill development, customer service improvement, and culture behaviors.
  • •Allocate resources and support to enable teams to deliver operational goals safely.
  • •Manage escalated service issues, coordinate communication among departments, and ensure compliance with corporate policy/procedure and union contract rules.

Pay and Benefits

Perks:Health InsuranceDentalVision401kEmployee AssistancePet InsuranceWellness StipendTravel Allowance

Key Requirements

  • •High school diploma or GED equivalency.
  • •Previous airport customer service experience.
  • •2 years of experience leading others.
  • •Knowledge of company policies and procedures and functional automation applications.
  • •Ability to fulfill FAA criminal background checks for unescorted access privileges to airport SIDA (if applicable).
Experience:Airport customer service
Education:High School
Skills:LeadershipProactive employee engagementActive listeningCritical thinkingDecision-making
Licenses:Driver's license
Tech Stack:Microsoft OfficeWordExcelPowerPointOutlookAutomation applications

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