Airport Customer Care Manager: Safety & Service Leader

American Airlines Inc.; Miami (FL); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k) program

Employee discounts

Job summary

American Airlines, Inc. is seeking a Customer Service Manager for Airport Customer Care at Miami (MIA).

The role emphasizes leading frontline teams, driving safe, high‑quality customer service, and managing operations in a fast-paced airport environment. Responsibilities include coaching staff, ensuring policy adherence, and coordinating across departments to deliver reliable, on‑time service while upholding core values and union guidelines.

Qualifications

• High School diploma or GED required.
• USPS clearance or the ability to obtain USPS clearance is required.
• Knowledge of company policies and procedures and functional automation applications.
• Ability to lead frontline teams and manage escalated service issues.

Responsibilities

• Drives operational excellence with a safety-conscious environment and exceptional customer service.
• Establishes team and individual goals aligned to department objectives; coaches frontline staff.
• Ensures safety and reliability of operations; conducts self-audits and root-cause investigations.
• Maintains strong cross-department communication and adherence to JCBA and corporate policy.

Skills

Employee engagement

Active listening

Critical thinking

Performance monitoring

Decision making

Independence

Time management

Team coordination

Microsoft Office

Education

High School diploma or GED equivalency

Tools

Microsoft Office

Job description

American Airlines, Inc. is seeking a Customer Service Manager for Airport Customer Care at Miami (MIA).

The role emphasizes leading frontline teams, driving safe, high‑quality customer service, and managing operations in a fast-paced airport environment. Responsibilities include coaching staff, ensuring policy adherence, and coordinating across departments to deliver reliable, on‑time service while upholding core values and union guidelines.