Project Manager/Senior Project Manager, Customer Experience (Ft Worth, TX, US)

Location: AA Headquarters 1 (DFW-HDQ1) 
Additional Locations: None
Requisition ID: 29389 

Overview

Join us for a career with endless possibilities.

Looking for a job where a passion for innovation, a culture of teamwork, and opportunities for growth are valued and rewarded? You’ve come to the right place.

 

You don’t have to be an airline aficionado to join American Airlines. It takes more than cool planes to keep us ahead of the curve, and thanks to our team of behind the scenes professionals, we do just that. As the largest airline in the world, American Airlines is in the business of serving the global travel needs of our customers. At the core of the Company is our commitment to each customer and each employee. We are dedicated to developing and delivering what our customers value and are willing to pay for. Customer-centric planning, innovative marketing, and an exceptional customer experience are supported by a cadre of talented people. 

 

What does it take to join us? We’re glad you asked! We expect exceptional skills in your discipline and a dedication to being the best as we relentlessly pursue our goal of being not just the largest airline in the world, but also the best airline in the world.

 

Fortunately, we’re building on almost a century of innovation and firsts in our industry – and we plan to continue that tradition of excellence.

About The Job

This job is a member of the Customer Solutions Team within the Customer Experience Innovation and Delivery Division. This position will be responsible for managing projects and reporting project progress and issues to management. Also responsible for leading technology delivery teams through phases of product delivery using standard project management methodology and tools.

 

Specifically, you’ll do the following:

• Has a full-life-cycle mentality for a product, from conceptualization through retirement
• Owns the scope of projects, works with sponsor users, identifies and develops personas, defines the minimum viable product (MVP) and defines hypotheses collaborates with designers on the overall user experience, leads playbacks with sponsor users and stakeholders, and collaborates through user testing
• Defines, writes and ranks the user stories that direct the design and development work
• Accepts user stories; that is, decides when a user story has delivered the feature as agreed upon
• Decides when to go to production and owns or collaborates on the "Go To Market" plan
• Manages all stakeholder relationships relative to a product with an empathetic approach
• Works collaboratively with the Product Manager and Product Team to transition product roadmap initiatives into great experiences for our team members and customers
• Provides perspective from all stakeholder angles (customer, technical, business) for the team
• Acts as the voice of the customer in the product vision

About The Job (Continued)

• Is responsible for iteration goals and delivery of value to the customer
• Ensures the voice of the customer is heard within the organization
• Provides evidence of the product’s value to customers and the organization
• Engages the customer, team and the wider organization to show ongoing product value and success
• Takes day-to-day responsibility for ensuring that total cost of ownership is considered
• Is invested in the Agile process to continuously improve product quality, time to market and team member satisfaction
• Is responsible for managing the product backlog

Qualifications

Required Qualifications

• Bachelor’s degree in business/technical field or equivalent experience
• Two years of experience in product related role(s) (owner, user, customer, subject matter expert)
• Demonstrable experience with Agile methodology
• Experience leading matrixed teams (formally, informally)
• Experience in customer experience technology
• Experience with prioritization management

 

Preferred Qualifications

• Prior experience as a Product Owner
• Project Management and Business Analysis experience
• Experience with Airports and related functions and technologies (QIK, YADA, ROVR, ConnectMe, etc.)
• Experience with Design Thinking and Six Sigma tools and methodologies
• Agile/Scrum certifications preferred
• Design Thinking training and/or certifications preferred

Additional Locations: None
Requisition ID: 29389 

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