Airport Customer Experience Manager

American Airlines Inc.; Miami Beach (FL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Travel Perks

Health Benefits

Wellness Programs

401(k) Program

Discounts on hotels, cars, cruises and

More benefits

Job summary

American Airlines in Miami Beach seeks an Airline Customer Service Supervisor to manage day-to-day operations at the ticket counter and gate, ensuring a high level of customer satisfaction. You’ll oversee staffing, enforce safety procedures, and mentor a large team across multiple facilities.

The role requires a Bachelor’s degree or equivalent and at least three years of supervisory experience in airline customer service; strong MS Office skills, leadership, and the ability to adapt to rotating

Qualifications

• Bachelor’s Degree in Business Management or relevant field or equivalent experience/training.
• 3 years’ work experience in Airline Customer Service supervisory

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
• Ensures all internal audit requirements are in compliance
• Develops an annual expense plan and monitors the budget
• Assists with interviews and selection of CSMs/Customer Service Supervisors
• Ability to work rotating shifts including nights, weekends and holidays
• Complete other duties as required

Skills

MS Office

Analytical skills

Leadership

Multi-tasking

Delegation

Staff development

Education

Bachelor's degree or equivalent

Job description

American Airlines in Miami Beach seeks an Airline Customer Service Supervisor to manage day-to-day operations at the ticket counter and gate, ensuring a high level of customer satisfaction. You’ll oversee staffing, enforce safety procedures, and mentor a large team across multiple facilities.

The role requires a Bachelor’s degree or equivalent and at least three years of supervisory experience in airline customer service; strong MS Office skills, leadership, and the ability to adapt to rotating