Manager, Airport Customer Care - Miami MIA

American Airlines Inc.; Miami (FL); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k) plan

Employee discounts

Job summary

American Airlines, Inc. is seeking a Manager, Airport Customer Care in Miami (MIA) to lead the day-to-day customer service operations across ticket counters and gates.

You will align staffing, drive on-time performance, and enforce safety and security policies while coaching a large team of supervisors and front-line staff. The role requires a Bachelor's degree in a relevant field and at least 3 years of supervisory experience in airline customer service.

Qualifications

• Bachelor’s Degree in Business Management or relevant field or equivalent experience/training.
• 3 years’ work experience in Airline Customer Service supervisory.
• FAA background checks to qualify for unescorted access privileges to airport security areas (SIDA) if applicable.
• Applicable valid driver’s license as required by local authorities, if applicable.

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.

Skills

Leadership

Analytical skills

Multi-tasking

People management

Communication

Problem solving

Education

Bachelor's Degree in Business Management or relevant field

Tools

Microsoft Office

Job description

Manager, Airport Customer Care - Miami MIA View Profile

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Manager, Airport Customer Care - Miami MIA Posting Start Date: 11/6/26

Location:Miami Intl Apt (MIA-TRML)
Cities:Miami - FL
Requisition ID:89291

Job Description

Intro

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why you'll love this job

• This job is a member of the Hubs and Gateways Team, within the Customer Experience Division.
• Responsible for managing, developing, and coordinating all customer related activities ensuring the highest level of customer satisfaction and experience.

What you'll do

• 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

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

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

Preferred Qualifications- Education & Prior Job Experience

• N/A

Skills, Licenses & Certifications

• Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
• Excellent analytical skills and proficient use of PC related software
• Strong leadership and organizational skills
• Ability to multi-task and handle shifting priorities within a fast-paced, dynamic work environment and can tolerate high stress situations
• Ability to effectively delegate work assignments and manage large groups of employees
• Ability to fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
• Applicable valid driver’s license as required by local authorities, if applicable

What you'll get

Feel free to take advantage of all that American Airlines has to offer:

• Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
• Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

Feel free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Team Member Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.
Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.

Cities:Miami - FL
Requisition ID:89291

Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. We support and obey laws that prohibit discrimination everywhere we do business. American Airlines, Inc fully considers all qualified applicants including those with a criminal history. ©2025, American Airlines, Inc. We are excited you're interested in beginning your career journey with us. All applications will only be submitted through this site, and we will never require payment at any time during the application process.