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

Location: DFW Headquarters Building 8 (DFW-SV08) 
Additional Locations: None
Requisition ID: 40618 

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

• Responsible for driving innovation by developing a data driven vision through extensive stakeholder input gathering and analysis, defining and measuring Objectives and Key Results to drive prioritization of efforts, communicating and achieving buy-in for upcoming features, and delivering that vision through a strong partnership with IT. Leads business efforts for Reservation’s Interactive Voice Response (IVR) product, and works closely with all stakeholders to build solutions that improve the customer experience.
• ​This job is a member of the Customer Solutions Team within the Customer Experience Innovation and Delivery Division.

What you'll do

• Defines and communicates product vision and strategy
• Owns and prioritizes product roadmap while effectively collaborating with key stakeholders
• Helps establish, track and report product Objectives and Key Results
• Acts as ambassador for the product with stakeholders and leadership, serving as the primary contact for queries related to the product
• Coordinates and communicates with key stakeholders across the company to ensure successful product releases
• Actively analyzes customer and frontline interactions with Contact Center Technology products to identify pain points and opportunities
• Develops appropriately detailed user stories for product features that can be clearly understood by the development teams and clearly defines acceptance criteria for each feature
• Monitors industry technology developments
• Works closely with IT to define requirements and resolve issues using Agile methodologies while ensuring business objectives are being achieved
• Works with external vendors, as required, to ensure 3rd party development meets business requirements
• Demonstrates ownership and advocacy for assigned products across the entire life cycle and roadmap

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor's degree in CS/CE/CIS/MIS/Engineering/Technology or Business Administration related field; or equivalent experience/training

• 3 years related experience

• 2 years Project Management experience

• Experience with Agile, product ownership, project planning and delivery

Preferred Qualifications- Education & Prior Job Experience

• N/A

Skills, Licenses & Certifications

• Ability to self-manage and create value
• Strong organization, planning, and presentation and negotiation skills
• Ability to handle and track multiple projects while managing customer expectations
• Strong analytical and problem solving skills
• Solid understanding of the airline business and customer

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: 40618 

Apply Now