Manager, IT Digital Platform Product (Ft Worth, TX, US)

Location: DFW Headquarters Building 8 (DFW-SV08) 
Additional Locations: None
Requisition ID: 39632 

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

• Web Platform and Digital Personalization Product Manager will strive to differentiate American as an industry leader in the digital customer experience.
• Successful candidates will be comfortable setting clear goals and direction, driving strategies, producing thoughtful analysis, delving into technical topics, and presenting to a wide range of executive stakeholders – to deliver the best digital customer experience through web channels. You will lead a team that will set the direction for American’s web channel, optimizing the experience through testing and personalization; conceptualize, define and deliver the foundation of American’s web channel, bridging the gap across UX, products and IT.
• American is currently transforming the way we deliver software and solutions for our customers and this role is a new one at AA. In addition to the product duties this person will need to help drive, shape and communicate this transformation back out to larger organization through shared learnings, progress and feedback from the broader team and working with other groups leading the change.

What you'll do

As noted above, 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.

• Lead a team of Web, Personalization and Optimization Product Managers and Product Owners focused on driving revenue, customer satisfaction, growth and engagement through AA’s digital platforms
• Lead and influence a highly dynamic and multi-disciplinary team to create foundational tools for our customers and product teams to drive business outcomes
• Translate business strategies and customer needs into digital mobile products that delight customers and achieve business goals
• Identify, select and optimize tools to support growth of American products on through web channels, such as personalization, messaging, data and design frameworks and content management system (CMS)
• Establish, and be accountable for OKRs and business / customer outcomes for web platform (homepage, CMS, etc) that define success. Continually measuring, refining and adjusting those goals and communicating them to get alignment
• Define optimization and personalization product vision, goals and direction in partnership with cross functional business units for all digital channels (AA.com, apps, notifications etc…)
• Build out and execute A/B and multi-variate testing strategies and analysis
• Drive decision making through customer insights, quantitative analysis and A/B testing through Adobe Test and Target and other analytics tools
• Develop and execute data-driven customer segmentation and personalization strategies to improve the customer experience and increase revenue through digital channels
• Influence how other products can achieve their goals on the web platform through processes, standards and a technology roadmap that enables other value streams via the web
• Lead ongoing mobile first website improvements for the web platform to increase engagement, leads, conversion and retention of current customers
• Collaborate and work closely with partners IT, UX and Analytics, fostering relationships with colleagues across the company to support their efforts to drive product strategy in mobile channels
• Work with the UX platform team to establish standards and a design system for digital products
• Work with Analytics and Data teams to establish standards and a framework for digital data
• Work with finance on business cases, funding and ensuring the right resources are in place to execute on the roadmap and OKRs
• Analyze user and customer feedback from across the company and combine these insights with market analysis and competitive benchmarking to drive mobile platform product strategy
• Advocate for the latest cloud, mobile and software applications that are relevant to driving customer engagement, customer satisfaction and revenue. Making American a leader in the mobile travel customer experience

All you'll need for success

• Minimum Qualifications- Education & Prior Job Experience
  • Bachelor's degree in Computer, Information Science, Engineering, Mathematics or equivalent experience/training
  • 5 years of related experience
  • 3 years of experience developing consumer facing products
  • 3 years of experience with web analytics applications (Adobe Analytics, Core Metrics, Tealeaf, Google Analytics, etc)
• Preferred Qualifications- Education & Prior Job Experience
  • MBA or a degree in a technical field
  • Experience in developing digital products for web, mobile, personalization or digital analytics
  • Experience with Customer Data Platforms (CDP) or Data Management Platforms (DMP)
• Skills, Licenses & Certifications
  • Deep understanding of web and mobile best practices, and how these can be leveraged to drive customer engagement
  • Deep, hands-on knowledge of A/B testing, digital marketing, and digital analytics with a strong focus on agile product management
  • Proactive and possess a drive to create significant commercial value through digital channels
  • Ability to work constructively in teams, highly collaborative with a great attitude working on cross-functional teams where there may not be a direct reporting line
  • Experience collaborating with technologists using Agile, Design thinking or other expedited design and development methodologies a plus, but not required
  • Creative thinker, high energy level, solutions and results-oriented, customer focused and passionate about technology and American
  • Highly developed interpersonal skills demonstrated through experience developing and growing internal, external and cross-functional relationships
  • High level of intellectual curiosity and are comfortable with ambiguity
  • Organizational skills, able to multi task, and able to prioritize with minimal direction
  • Communication skills, be able to present to executive C-level management often and in a compelling manner that emphasizes the important intersection of business and technology

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+ 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.

Additional Locations: None
Requisition ID: 39632 

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