Airport Customer Service Manager - Workforce and Ops Lead

American Airlines; Miami (FL); On-site; USD 80,000 - 120,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k) program

Job summary

American Airlines is seeking a Customer Service Manager for Airport Workforce Management at the Miami International Airport. You will lead front-line teams, coordinate staffing across flights, and ensure a safe, high-performing operation while delivering exceptional customer experiences.

The role requires strong communication skills, strategic staffing, and proficiency with operations software. Expect rotating shifts, weekend coverage, and a focus on safety, leadership, and adherence to JCBA

Qualifications

• High School diploma or GED Equivalency.

Responsibilities

• Drives operational excellence while keeping a safety-conscious environment that promotes end-to-end exceptional customer service.
• 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 foster 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).
• Ability to solve complex staffing issues with minimal oversight.
• Strong communicator with all levels of the operation.
• Can manage multiple software programs at the same time to quickly analyze the operation and determine best course of action throughout the day.
• Coordinate assignments for frontline team members to dynamically work flights at gates.
• Utilizes GS Realtime and other programs (i.e. Prime, GETNG, SABRE) to identify and grant day of overtime, provide staffing inputs and tour reports.
• Being proactive and efficient with time management.
• Ability to work extra hours when there are operational needs.
• Ability to work rotating shifts including weekends, holidays and days-off

Skills

Strong communicator

Critical thinking

Decision making

Independent worker

Education

High School diploma or GED

Tools

GS Realtime

Prime

GETNG

SABRE

Microsoft Office

Job description

American Airlines is seeking a Customer Service Manager for Airport Workforce Management at the Miami International Airport. You will lead front-line teams, coordinate staffing across flights, and ensure a safe, high-performing operation while delivering exceptional customer experiences.

The role requires strong communication skills, strategic staffing, and proficiency with operations software. Expect rotating shifts, weekend coverage, and a focus on safety, leadership, and adherence to JCBA