Airport Customer Experience Leader

American Airlines; Miami (FL); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k)

Job summary

American Airlines is seeking a Customer Service Manager for Airport Customer Care at Miami (MIA). Lead front-line agents, ensure safe, high-performing operations, and deliver outstanding customer experiences in a fast-paced airport environment.

You will mentor teams, manage escalated service issues, coordinate with multi-functional departments, and uphold JCBA guidelines while embedding our core values across daily operations.

Qualifications

• High School diploma or GED equivalency.
• Preferred airport customer service experience.
• Experience leading frontline teams in a fast-paced environment.

Responsibilities

• Drives a safe, high-performing operation while delivering an exceptional customer experience.
• Coaches and develops frontline team members in customer service and company culture.
• Establishes and promotes effective relationships among team members.
• Allocates resources to enable teams to meet operational goals safely.
• Handles escalated service issues and communicates with frontline leaders.

Skills

Employee engagement

Inclusive environment

Leadership

Communication

Decision making

Education

High School diploma or GED equivalency

Job description

American Airlines is seeking a Customer Service Manager for Airport Customer Care at Miami (MIA). Lead front-line agents, ensure safe, high-performing operations, and deliver outstanding customer experiences in a fast-paced airport environment.

You will mentor teams, manage escalated service issues, coordinate with multi-functional departments, and uphold JCBA guidelines while embedding our core values across daily operations.