Airline Customer Service Manager — Lead Frontline Teams

American Airlines

Miami Beach (FL)

On-site

USD 95,000 - 120,000

Full time

6 hours ago

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Benefits offered by this job

Travel Perks

Health Benefits

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401(k) Program

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Job summary

American Airlines is seeking a results-driven Customer Service Manager to lead front-line teams at our Miami hub. You will drive safe, high-performing operations while delivering an exceptional customer experience across daily shifts.

Join a fast-paced environment that values teamwork, safety, and strong leadership. You will coach staff, manage escalated service issues, and align operations with company policies and JCBA requirements in a dynamic aviation setting.

Qualifications

High School diploma or GED equivalency.
Previous airport customer service experience preferred.
Minimum 2 years of experience leading others.
Knowledge of company policies, procedures and functional automation applications.

Responsibilities

Drives operational excellence while maintaining a safety-conscious environment and delivering exceptional customer service.
Coaches and mentors frontline team members in skill development and company culture behaviors.
Establishes and promotes relationships with team members built on respect, integrity and dignity.
Allocates resources and provides support to deliver goals in a safe manner.
Ensures ongoing safety and reliability through self-audits and investigations.
Promotes cross-department communication to align efforts and goals.
Familiar with JCBA and enforces contract rules in daily interactions.