Specialist, Customer Experience Learning Strategy (Ft Worth, TX, US)
Location: AA Headquarters 1 (DFW-HDQ1)
Additional Locations: None
Requisition ID: 30551
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.
The purpose of the Customer Planning Training department is to: develop, inspire, and empower those who connect the world. To do this, we will create effective, engaging learning experiences that improve job performance, foster development and drive business value.
With our purpose in mind, this Learning Specialist will play an important part in our team by maintaining and assessing the quality of Instructor-led and online training programs for Airport Customer Service team members. Course development and maintenance is the key work produced by the person in this role.
The successful candidate will evaluate the effectiveness of training content to ensure it is; highly engaging, instructionally sound, accurate, and free of errors. When necessary, this individual will research policy and procedures and update programs accordingly. This specialist will also lead efforts to evaluate classroom effectiveness and learner success through a variety of quality assurance analyses. Learning needs assessments and evaluations, answered by innovative learning solutions, will be key measures of success in this role.
Airport personnel rely heavily on the work of the customer planning training team and qualified candidates must have a strong aptitude for collaboration, driving results, and instructional design and must drive to meet strict deadlines in support of AA global airport team members. The best fit for this role is someone who seeks continuous improvement and growth in all aspects of their work.
Specifically, you’ll do the following:
- Will lead a small team of direct reports
- Works independently and leverages other experts to develop materials in support of a nimble organization
- Requires a strong aptitude for program management and controlling all aspects of a project and deliverables
- Applies strong Instructional Design to all work
- Excellent writing and editing capabilities
- Identifies and prioritizes program deliverables, milestones, and associated tasks
- Collaborates with business leaders, instructors, and experts to determine requirements for training, including program vision, scope, development, and implementation
- Advances project progress independently without day-to-day guidance
- Thrives in a state of continuous two-way feedback
Required Qualifications
- Must be a kind and caring leader and team member
- Degree in Instructional Design or a minimum of 2 years-experience in adult learning
- Working knowledge of QIK CHK, Gate Reader and other airport applications
- Able to conceive creative methodologies that drive interactive and engaging learning
- Able to collect and apply data to measure effectiveness and drive learning solutions
- Excels at articulating complex concepts in clear and concise way
- Proven track record of delivering complex training programs in a timely manner
- Intermediate or better proficiency in MS Suite, particularly; Excel, PowerPoint, Word, SharePoint
- Strong proficiency of rapid content development software
- Project management experience; program management experience is a plus
- Must be a strong collaborator who can effectively drive for results and independently solve problems
- Must have outstanding organizational, prioritization, and multitasking skills; must be detailed
- About 15% domestic and occasional international travel is required
Preferred Qualifications
- 5+ years-experience working in instruction or development in a corporate environment
- Adaptable to change and a willingness to continuously improve
- Highly collaborative consensus-builder
- Previous airport customer service experience
Additional Locations: None
Requisition ID: 30551
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