Airport Customer Experience Leader

American Airlines Inc.; Miami (FL); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k)

Employee discounts

Job summary

American Airlines is seeking a Customer Service Manager for Airport Operations in Miami. The role involves leading frontline teams, driving safe, high-quality customer service, and aligning with JCBA rules in daily operations. You will coach staff, set goals, and ensure effective cross-department collaboration near MIA.

Ideal candidates bring proven airport CS leadership, strong decision-making, and a commitment to safety and exceptional customer experiences across a fast-paced environment.

Qualifications

• HighSchool diploma or GED equivalency.

Responsibilities

• Drives operational excellence while keeping a safety-conscious environment that promotes end-to-end exceptional customer service, resulting in employee and customer safety and well-being
• Be a safety advocate: Look for safety concerns and address them as needed
• Establish team and individual goals in support of departmental and company objectives; Coaches and mentors frontline team members in skill development, customer service elevation and company culture behaviors
• Establishes and promotes effective relationships with team members that fosters compassion, authenticity, integrity, respect and dignity
• Effectively allocates resources and provides appropriate support to enable teams to deliver on operational goals in a safe manner
• Ensure the ongoing safety and reliability of our operation by conducting self-audits, observations, root cause investigations and other related safety engagements
• Promote effective communication among departments to engage our team to work together to achieve common goals.
• Familiarity with Joint Collective Bargaining Agreement (JCBA) and ensure team members adhere to corporate policy/procedure
• Embrace the core values: (Passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty)
• Manage escalated service issues and be visible to your team members when problems arise
• Deliver key corporate and local information to frontline leaders in an efficient and effective manner. Set the expectations and ensure team members understand the why behind the focus/criticality.
• Ability to learn and apply union contract rules/regs in daily interactions with frontline team members and local union leaders

Skills

Leadership

Safety awareness

Communication

Decision making

Team supervision

JCBA knowledge

Education

High School diploma or GED equivalency

Job description

American Airlines is seeking a Customer Service Manager for Airport Operations in Miami. The role involves leading frontline teams, driving safe, high-quality customer service, and aligning with JCBA rules in daily operations. You will coach staff, set goals, and ensure effective cross-department collaboration near MIA.

Ideal candidates bring proven airport CS leadership, strong decision-making, and a commitment to safety and exceptional customer experiences across a fast-paced environment.