Airport Customer Care Manager – Operations Leader

American Airlines Inc.; Miami (FL); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k) plan

Employee discounts

Job summary

American Airlines, Inc. is seeking a Manager, Airport Customer Care in Miami (MIA) to lead the day-to-day customer service operations across ticket counters and gates.

You will align staffing, drive on-time performance, and enforce safety and security policies while coaching a large team of supervisors and front-line staff. The role requires a Bachelor's degree in a relevant field and at least 3 years of supervisory experience in airline customer service.

Qualifications

• Bachelor’s Degree in Business Management or relevant field or equivalent experience/training.
• 3 years’ work experience in Airline Customer Service supervisory.
• FAA background checks to qualify for unescorted access privileges to airport security areas (SIDA) if applicable.
• Applicable valid driver’s license as required by local authorities, if applicable.

Responsibilities

• Oversees day to day customer service operations including oversight of the ticket counter and gate activity in multiple facilities.
• Ensures efficient use of resources to achieve operational performance targets.
• Enforces all company and departmental procedures including safety and security.
• Reviews staffing requirements and bid schedules for all employees.
• Communicates procedural changes to Customer Service Managers and frontline employees ensuring compliance.
• Monitors and analyzes trends to achieve on time performance.
• Mentors and develops employees.
• Identifies areas which require improvement.
• Develops and implements processes to achieve improved efficiency and productivity.
• Enhances vendor relations and ensures contractual obligations are performed.

Skills

Leadership

Analytical skills

Multi-tasking

People management

Communication

Problem solving

Education

Bachelor's Degree in Business Management or relevant field

Tools

Microsoft Office

Job description

American Airlines, Inc. is seeking a Manager, Airport Customer Care in Miami (MIA) to lead the day-to-day customer service operations across ticket counters and gates.

You will align staffing, drive on-time performance, and enforce safety and security policies while coaching a large team of supervisors and front-line staff. The role requires a Bachelor's degree in a relevant field and at least 3 years of supervisory experience in airline customer service.