Airport Customer Service Manager – Lead Safety & Excellence

American Airlines; Miami Beach (FL); Presencial; USD 70.000 - 100.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Travel perks

Health benefits

Wellness programs

401(k) program

Employee discounts

Descripción de la vacante

American Airlines is seeking a Customer Service Manager to join the Airports Team within the Customer Experience Division. You will lead front-line teams to deliver safe, reliable operations and exceptional customer service across our airport network.

You will coach and mentor staff, manage escalated service issues, and ensure alignment with JCBA and company policies while upholding our core values. This role requires flexibility, strong leadership, and a passion for customer care.

Formación

• High School diploma or GED equivalency.
• US USPS clearance or ability to obtain USPS clearance; five-year US residency requirement.
• FAA background checks to qualify for unescorted access to SIDA areas, if applicable.
• Ability to work extra hours and rotating shifts, including weekends and holidays.

Responsabilidades

• Drives operational excellence while maintaining a safety-conscious environment.
• Be a safety advocate and address safety concerns as needed.
• Establishes and promotes relationships that foster respect, integrity and dignity.
• Coaches and mentors frontline team members in skill development and culture behaviors.
• Allocates resources to deliver on operational goals safely and effectively.
• Delivers key information to frontline leaders and sets clear expectations.

Conocimientos

Clear communication

Active listening

Critical thinking

Decision making

Independent and collaborative

Leadership and coaching

Time management / prioritization

Customer service focus

Work under pressure

MS Office proficiency

Educación

High School diploma or GED

Herramientas

Microsoft Office

Descripción del empleo

American Airlines is seeking a Customer Service Manager to join the Airports Team within the Customer Experience Division. You will lead front-line teams to deliver safe, reliable operations and exceptional customer service across our airport network.

You will coach and mentor staff, manage escalated service issues, and ensure alignment with JCBA and company policies while upholding our core values. This role requires flexibility, strong leadership, and a passion for customer care.