Manager, Contact Center Solutions (Ft Worth, TX, US)

Location: DFW Headquarters Building 8 (DFW-SV08) 
Additional Locations: None
Requisition ID: 43949 

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

• This job is a member of the Contact Center Solutions Team within the Customer Division. 
• Responsible for collaborating with key stakeholders across the contact centers as well as partnering with Customer Experience, Finance, and Technology teams to lead the transformation of the American Airlines contact center platform, support our technology strategy, and ensure we work together to achieve the product key initiatives and goals. Also responsible for leading initiatives, products, and projects to continuously improve the experience of our customers and frontline team members for the contact centers, identifying and framing opportunities, driving data driven decisions across the organization, and working closely with IT colleagues on American’s delivery transformation efforts

What you'll do

• Helps to set the vision and build the strategy for Contact Center technology 
• Defines the product objectives and key results (OKRs) and supports the team in making data driven decisions towards meeting the OKRs
• Partners with operational, commercial, and technology groups to innovate and transform both our team member and customer experience
• Acts as a Product Manager for Contact Center product to lead large, complex initiatives for contact centers, develop product capabilities through coaching, empowering, and providing growth opportunities for Product Owners
• Creates a culture which fosters collaboration and continuous improvement through incorporating the delivery transformation principles
• Engages the team to constantly prioritize the backlog of opportunities, and to ideate and deliver on the business outcomes, champion delivery transformation process to continuously improve product quality, time to market, and team member satisfaction
• Engages the customer, team and the wider organization to show ongoing product value and success, and incorporates voice of the customer to improve the experience for our customers and improve LTR

All you'll need for success

• Minimum Qualifications- Education & Prior Job Experience
  • Bachelor's degree or equivalent experience/training
  • 5 years related work experience
  • 2 years’ experience in a product and/or technology leadership role 
  • 2 years’ experience with contact centers
  • Experience managing large technology transformation efforts to drive business outcomes
• Preferred Qualifications- Education & Prior Job Experience
  • Experience with airline technology
  • Experience with product strategy and development 
  • Prior experience as Product Owner and/or Product Manager desired
  • Believes in and promotes the American Airlines five leadership attributes: caring, collaboration, development, results, future
• Skills, Licenses & Certifications
  • Strong problem solving, negotiation, and critical thinking ability
  • Demonstrated ability to perform both independently and as a Leader, handle multiple assignments, and respond to changing priorities
  • Excellent verbal and written communication skills

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: 43949 

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