Analyst, Customer Care Policy and Procedure (Ft Worth, TX, US)

Location: DFW Headquarters Building 8 (DFW-SV08) 
Additional Locations: None
Requisition ID: 49585 

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 an Analyst on the Customer Care Policy and Procedures team, you will have a key role in designing airport agent work processes and developing customer facing policies and procedures.
• This position will cover all aspects of Customer Care Policy and procesdure including but not limited to TIcket Counter, Baggage acceptance, Gates, Uniforms, Signage, Forms and Irregular Operations.
• The role is a part of the Airport Operations Support team within our Airport & Excellence group.

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.

• Oversee all aspects of assigned projects from original concept through final implementation
• Act as primary point of contact and subject matter expert for products they support
• Acts as resource to key internal departments to define and prioritize requirements
• Utilizes project management tools and techniques to achieve milestones in a timely manner
• Liaise with other Customer Experience Delivery groups and Airport analysts and all other business stakeholders affected by the project
• Conducts project meetings; completes project tracking/analysis reports; reports to management and business owners regarding project progress, issues, and risks
• Provides task and analytical guidance to project team
• Coordinates field station preparedness and training support
• Communicates project status to leaders as necessary via presentations and other business documents
• Identifies barriers/solutions requiring management intervention

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• 2 years preferred in Automation/technology/systems experience
• Working knowledge of QIK CHK / SABRE required
• Proven experience in data analysis and presentation skills
• Ability to collaborate and communicate with all levels and personalities effectively
• Strong initiative
• Drive for continuous improvements
• Adapts easily to changing priorities and direction
• Proficiency in Microsoft – Word, Excel, PowerPoint

Preferred Qualifications- Education & Prior Job Experience

• Airport agent/CSM (gate and/or ATO) experience preferred
• Excellent analytical skills, 2 years preferred in HDQ/analytical role

Skills, Licenses & Certifications

• N/A

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: 49585 

Apply Now