Senior Manager, Contact Center - Strategy and Planning (Ft Worth, TX, US)

Location: DFW Headquarters Building 8 (DFW-SV08) 
Additional Locations: None
Requisition ID: 45082 

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 part of the Contact Center Strategy & Planning Team within the Customer Division, which is the epicenter of all Customer Experience strategic initiatives.
• Responsible for working cross-functionally with all groups within the Customer Experience organization, including Customer Experience Innovation and Delivery, Reservations, Service Recovery, and Contact Center Technology, as well as with Finance, Loyalty, Sales and Distribution, among others. A very dynamic role that explores the contact center world in search of opportunities for continuous improvement, growth plans, product development, delivery transformation, and recommendations that lead to a world-class customer experience. Works closely with business partners to ensure American is always one step ahead of a quickly evolving industry.

What you'll do

• Leads strategic direction and large-scale ad hoc projects for American’s customer experience and contact centers to make them best in class
• Leads a team of 10+ analysts in a variety of functions aimed at driving profitability, improving operational performance and enhancing the customer experience
• Provides guidance to analysts who conduct statistical and trend analyses to forecast call/case volume and other key metrics in order to accurately develop financial and staffing models
• Partners closely with Finance to develop budgets, financial forecasts and staffing models to support staffing needs and promote customer experience initiatives
• Owns and manages a variety of strategic and analytical projects to support the future vision of Reservations, Service Recovery and Contact Center Technology
• Evaluates existing business processes and analyzes/recommends solutions to increase work efficiency, operational performance and customer experience through technology, business process improvements and staffing adjustments
• Builds relationships with business owners at all levels within Customer Experience, Reservations and Service Recovery and develop action plans to overcome business challenges
• Creates presentations and frequently interacts with and presents to senior leadership
• Works with leadership to set the department strategy based on current and future company initiatives and prioritize projects which include cross-utilization within the department or with other departments

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor's degree in relevant field or equivalent experience/training
• 7 years related work experience
• 5 years of prior managerial experience
• Experience working on strategic initiatives, seeing projects through from vision through implementation

Preferred Qualifications- Education & Prior Job Experience

• Master's degree
• Advanced experience with Excel modeling
  Contact center knowledge (Reservations and/or Service Recovery) and understanding of contact center operations and staffing strategies
• Experience working with and presenting to senior leadership
• Experience with American's financial budget and forecast process

Skills, Licenses & Certifications

• Ability to lead a large team on projects that impact multiple business units
• Strategic mindset with a demonstrated aptitude for understanding the business, working with data, and solving problems creatively
• Effective leadership skills with the ability to communicate expectations, motivate team members, provide feedback, delegate tasks and promote career growth of direct report(s)
• Advanced skills with Excel and PowerPoint presentation development
• Self-motivated individual with a high personal standard of excellence who can work independently to drive for results
• Highly conceptual thinker that excels at thinking outside-the-box
• Ability to function in a high volume, multi-project, and sometimes ambiguous environment
• Excellent organizational and planning skills
• Ability to identify opportunities for improvement as well as proven success driving change through strategic initiatives
• Ability to work within teams to accomplish goals
• Excellent presentation 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: 45082 

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