Training Manager, Service Recovery Training (Phoenix, AZ, US)

Location: Rio West B Bldg (PHX-RWB1) 
Additional Locations: None
Requisition ID: 50738 

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

• Responsible for creating, maintaining, and facilitating the initial, recurrent, and ad hoc training programs of Central Baggage Resolution Office (CBRO).
• The role is a part of the Service Recovery Training team within our Customer Experience 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.

• Meet with stakeholders to identify and assess organizational training needs
• Coordinate and conduct the delivery of initial, recurrent, and ad hoc training programs
• Create a positive learning environment and employee training experience
• Develop and deliver training materials using innovative approaches and technology
• Supervise students in training classes, including conducting and overseeing performance assessments
• Develop and maintain positive relationships with Service Recovery team members and other relevant groups (e.g., Policies and Procedures) and support targeted training initiatives
• Remain current on all policies and procedures related to Central Baggage Resolution Office (CBRO) job functions and initiatives
• Maintain and assist in the development of training manuals, reference documents, and instructional sites
• Ensure student and instructor training materials are accurate, current, and complete
• Coach employees to improve performance
• Ensure students are given credit for course completion
• Coordinate successful training completion recognition events
• Support and participate in special projects/programs as requested by leadership
• Perform other duties as required

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor’s Degree in relevant field or equivalent experience/training
• Experience and success in developing and delivering training programs
• 1+ years of related experience

Preferred Qualifications- Education & Prior Job Experience

• Experience in airport operations (specifically Airport Customer Service job functions or Service Recovery)
• Knowledge of adult learning methodologies, instructional design, and a working knowledge of current and emerging training tools and learning aids
• Experience working with the American Airlines Learning Management System (LMS)

Skills, Licenses & Certifications

• Knowledge of Microsoft Office including Word, Excel, PowerPoint, Outlook, etc.
• Knowledge of QIK CHK on Sabre, Native Sabre, and American Airlines Service Recovery programs
• Resourcefulness to effectively support real-time problem solving for customer-facing agents 
• Exceptional organizational skills
• Ability to efficiently manage multiple projects in a fast paced, dynamic work environment
• Ability to work whatever schedule is required even if it extends outside of typical business hours (nights, weekends, holidays)
• Ability to interact professionally with all levels of the organization
• Ability to effectively and energetically deliver training content that engages and motivates new and experienced learners
• Ability to travel on company business when necessary, both domestically and internationally
• Ability to maintain currency with the knowledge and skills that are required in the Central Baggage Resolution Office (CBRO) job functions
• Ability to develop reports and presentations, and share status updates

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: 50738 

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