Director, Customer Experience Solutions (Ft Worth, TX, US)

Location: DFW Headquarters Building 8 (DFW-SV08) 
Additional Locations: None
Requisition ID: 44305 

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

• As a part of the Customer Experience Innovation & Delivery team, you will be leading efforts that support our operational teams, including Airports, Reservations, and Customer Service Recovery, with rapid improvement to tools, technology and information. Our goal is to drive technology improvements across the customer experience and work closely with our IT partners on American’s delivery transformation efforts. As the Director of the Customer Experience Solutions team, you will have a critical role in collaborating with key stakeholders across our Airports and Contact Centers to lead the transformation of the American Airlines customer and team member experience, support our technology strategy, and ensure we work together to achieve the objectives and key initiatives of our products. You will be responsible for leading initiatives, identifying and framing opportunities, forming data driven decisions across the organization, and working closely with our many partners across American Airlines.

What you'll do

• Lead initiatives and products to continuously improve the experience of our customers and frontline team members in Airports, Reservations, and Customer Service Recovery.
•  Drive technology improvements across the customer experience, working closely with IT partners on American’s delivery transformation efforts.
• Partner with key stakeholders to create and deliver objectives and key results for improving customer service, revenues, and operational metrics and efficiencies.
• Advocate on behalf of our customers and frontline team members across the enterprise to drive innovative technologies and deliver new products and services via airport and reservations channels.
• Act as platform/portfolio owner for applications used by frontline Airport and Reservations team members to serve our customers
• Manage large, complex Customer Experience projects and products
• Partner with operational, commercial, and IT groups to improve both our operation and customer experience
• Lead and deliver projects and initiatives that support corporate goals
• Develop capabilities of a large team through coaching, counseling, and providing growth opportunities
• Create a culture which fosters a professional workplace, strong work ethic, and company pride

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Demonstrates the highest level of ethics and integrity

• Bachelor’s degree in a related field or equivalent experience/training

• 7 years of experience in a leadership role overseeing a large workgroup with cross-functional teams, strategic planning, and project delivery

Preferred Qualifications- Education & Prior Job Experience

• Experience managing large technology transformation efforts to drive business outcomes

• Experience with airline technology

•  Experience with product strategy and development

• Ability to be an action-oriented and results-driven leader, with a natural aptitude for engaging employees across multiple workgroups, as well advocating and managing change

• Ability to collaborate and establish high trust relationships among a range of key functional areas.

• Ability to identify creative and innovative solutions

• Strong decision-making and organizational skills, with the ability to optimize the use of all available resources and deliver on multiple priorities

• Ability to influence others through outstanding interpersonal skills, collaboration, and negotiation skills

•  Ability to think strategically and use sound judgment and initiative in making decisions

•  Demonstrated ability to perform both independently and as a team member, handle multiple assignments, complete projects on time and perform under pressure and respond to changing priorities

• Excellent verbal and written communication skills, with ability to effectively and clearly communicate a strategic vision and tactical vision to all levels within the organization; ability explain technical concepts to non-technical audiences

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: 44305 

Apply Now