Airport Customer Service Manager – Lead Frontline Team

American Airlines Inc.; Miami (FL); Presencial; USD 90.000 - 130.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Travel perks

Health benefits

Wellness programs

401(k) program

Additional benefits

Descripción de la vacante

American Airlines Inc. is seeking a Customer Service Manager for Airport Operations at Miami (MIA). You will lead frontline teams to deliver safe, reliable, and high‑quality customer service in a fast‑paced environment.

The role requires coaching, strong communication, and adherence to JCBA guidelines while upholding the company’s core values. Responsibilities include setting goals, allocating resources, and collaborating with multiple departments to ensure operational excellence.

Formación

• High School diploma or GED equivalency.
• Preferred airport customer service experience.
• 2+ years in a leadership role.
• Knowledge of company policies and procedures and functional automation applications.

Responsabilidades

• Drive operational excellence with safety and exceptional customer service.
• Act as safety advocate and address concerns as needed.
• Set team and individual goals; coach frontline staff.
• Foster respectful, authentic team relationships and integrity.
• Allocate resources to meet safety and operational goals.
• Support safety audits and investigations to improve standards.
• Promote cross‑department communication for teamwork.
• Ensure compliance with JCBA and policies across shifts.
• Live the company values: Passion, commitment, efficiency, reliability, optimism, honesty.
• Manage escalated service issues and support frontline leaders.
• Communicate key information clearly and set expectations for the team.
• Learn and apply union contract rules in daily interactions.

Conocimientos

Team leadership

Customer service

Safety compliance

Coaching & mentoring

Communication

Conflict resolution

Union awareness

Policy adherence

Decision making

Multitasking

Educación

High School diploma or GED equivalency

Herramientas

Microsoft Office

CRM systems

Descripción del empleo

American Airlines Inc. is seeking a Customer Service Manager for Airport Operations at Miami (MIA). You will lead frontline teams to deliver safe, reliable, and high‑quality customer service in a fast‑paced environment.

The role requires coaching, strong communication, and adherence to JCBA guidelines while upholding the company’s core values. Responsibilities include setting goals, allocating resources, and collaborating with multiple departments to ensure operational excellence.