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

Location: DFW Headquarters Building 8 (DFW-SV08) 
Additional Locations: None
Requisition ID: 50329 

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 being a Product Manager who will lead a team of product owners that set the delivery strategy for enabling our contact centers through technology. Plays a critical role in collaborating with key stakeholders across our contact centers (call 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. Responsible for leading initiatives and product delivery to continuously improve the experience of our customers and contact center frontline team members, 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

• Influences the vision and sets the delivery strategy for our Contact Center technology platform and tools 
• Defines the product objectives and key results (OKRs) and supports the team in making data driven decisions that achieve our targeted business outcomes in the contact centers
• Partners with operational, commercial and technology groups to innovate and transform both our team member and customer experience
• Acts as the Product Manager for the Contact Center Solutions product and leads large, complex platform technology initiatives for our contact centers
• Develops product capabilities through coaching, empowering, and providing growth opportunities for Product Owners
• Creates a culture which fosters collaboration and continuous improvement through incorporating modern ways of working in a technology environment
• Engages the team to constantly prioritize the backlog of opportunities, ideate and deliver on the business outcomes, champion modern ways of working 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 the voice of the customer to improve the experience for our customers and improve their likelihood to recommend American Airlines

All you'll need for success

• Minimum Qualifications- Education & Prior Job Experience
  • Bachelor's degree or equivalent experience/training
  • At least 2 years’ experience in a product and/or technology leadership role with focus on product strategy
  • At least 5 years’ experience leading Call Center technology platform initiatives in complex technology environments with focus on the following: IVR technologies, Call routing, Agent efficiency and call outcome analytics & reporting, CRM (including transaction processing), 
    Agent performance management, and Omini-channel communication solutions
• Preferred Qualifications- Education & Prior Job Experience
  • At least 2 years’ experience transforming contact centers through large scale migration to Contact Center as a Service (CCaaS) solutions in the cloud
  • Experience with airline technology
  • Prior experience as Product Owner and/or Product Manager
• Skills, Licenses & Certifications
  • Ability to achieve results in a constantly evolving environment, through influence, collaboration and communication at all levels of management 
  • Demonstrated focus on building and handling key relationships to help drive greater trust, credibility and business alignment
  • Ability to communicate multi-directional (peer to peer, to varying levels of leadership) for initiative strategy, progress toward stated goals and risks/issues
  • Ability to lead teams with focus on American’s key leadership attributes of caring, collaboration, development of others, results and future-oriented mindset
  • 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: 50329 

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