Manager, Airport Customer Care - Miami MIA

IntroAre 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 jobThis 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 doOversees day to day customer service operations including oversight of the ticket counter and gate activity in multiple facilitiesEnsures efficient use of resources to achieve operational performance targetsEnforces all company and departmental procedures including safety and securityReviews staffing requirements and bid schedules for all employeesCommunicates procedural changes to Customer Service Managers and frontline employees ensuring complianceMonitors and analyzes trends to achieve on time performanceMentors and develops employeesIdentifies areas which require improvementDevelops and implements processes to achieve improved efficiency and productivityEnhances vendor relations and ensures contractual obligations are performedEnsures all internal audit requirements are in complianceDevelops an annual expense plan and monitors the budgetAssists with interviews and selection of CSMs/Customer Service SupervisorsAbility to work rotating shifts including nights, weekends and holidaysComplete other duties as requiredAll you'll need for successMinimum Qualifications- Education & Prior Job ExperienceBachelor's Degree in Business Management or relevant field or equivalent experience/training3 years' work experience in Airline Customer Service supervisoryPreferred Qualifications- Education & Prior Job ExperienceN/ASkills, Licenses & CertificationsKnowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.Excellent analytical skills and proficient use of PC related softwareStrong leadership and organizational skillsAbility to multi-task and handle shifting priorities within a fast-paced, dynamic work environment and can tolerate high stress situationsAbility to effectively delegate work assignments and manage large groups of employeesAbility to fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicableApplicable valid driver's license as required by local authorities, if applicableWhat you'll getFeel 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 moreFeel free to be yourself at AmericanFrom 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.