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!

• This job is part of the Airport and Contact Center Strategy team within the Customer and Operational Excellence Division, which is responsible for leading strategic initiatives for our operational teams.
• Responsible for working cross-functionally witihin the organization, including Customer Experience, Airport Operations, Reservations, Service Recovery, and Contact Center Technology, as well as with Finance, Loyalty, Sales and Distribution, among others. A very dynamic role that explores the operation in search of opportunities for continuous improvement, growth plans, product development, delivery transformation, and recommendations that lead to a world-class customer experience.
• Works closely with business partners to ensure American is always one step ahead of a quickly evolving industry.

This list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

• Leads strategic direction and large-scale projects for American’s airports and contact centers to make them best in class
• Leads a team of analysts in a variety of functions aimed at driving profitability, improving operational performance, and enhancing the customer experience
• Provides guidance to analysts who conduct statistical and trend analyses to forecast operational or customer experience benefits associated with transformational projects.
• Owns and manages a variety of strategic and analytical projects to support the future vision of Airports, Reservations, and Service Recovery.
• Evaluates existing business processes and analyzes/recommends solutions to increase work efficiency, operational performance and customer experience through technology, business process improvements and staffing adjustments
• Builds relationships with business owners at all levels within Airports, Reservations and Service Recovery and develops action plans to overcome business challenges
• Creates presentations and frequently interacts with and presents to senior leadership
• Works with leadership to set the department strategy based on current and future company initiatives and prioritize projects which include cross-utilization within the department or with other departments

Minimum Qualifications- Education & Prior Job Experience

• Bachelors degree in relevant field or equivalent experience/training
• 7 years related work experience
• 5 years of prior managerial experience
• Experience working on strategic initiatives, seeing projects through from vision through implementation

Preferred Qualifications- Education & Prior Job Experience

• Masters degree
• Advanced experience with Excel modeling
• Aviation knowledge and understanding of airport and/or contact center operations as well as staffing strategies
• Experience working with and presenting to senior leadership

Skills, Licenses & Certifications

• Ability to lead a large team on projects that impact multiple business units
• Strategic mindset with a demonstrated aptitude for understanding the business, working with data, and solving problems creatively
• Effective leadership skills with the ability to communicate expectations, motivate team members, provide feedback, delegate tasks and promote career growth of direct report(s)
• Advanced skills with Excel and PowerPoint presentation development
• Self-motivated individual with a high personal standard of excellence who can work independently to drive for results
• Highly conceptual thinker that excels at thinking outside-the-box
• Ability to function in a high volume, multi-project, and sometimes ambiguous environment
• Excellent organizational and planning skills
• Ability to identify opportunities for improvement as well as proven success driving change through strategic initiatives
• Ability to work within teams to accomplish goals
• Excellent presentation skills

1. Ability to effectively communicate both verbally and written with all levels within the organization
2. Physical ability necessary to safely and successfully perform the essential functions of the position, with or without any legally required reasonable accommodations that do not pose an undue hardship. Note: If the Company has reason to question an employee’s physical ability to safely and/or successfully perform the position’s essential job functions, the HR team generally will engage in an interactive process to determine whether a reasonable accommodation is appropriate. HR (working with the operation) ordinarily first speaks with the team member directly and they mutually identify the physical demands of the job that are or may be impacted by the employee’s obvious or known condition. Then, if necessary, HR would request medical documentation from the team member’s treating physician or others to confirm the employee’s ability to perform those essential job functions safely and successfully.

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

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+ Employee 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.