Sr Manager, Global Reservations - Quality (Ft Worth, TX, US)

Location: AA Headquarters 2 (DFW-HDQ2) 
Additional Locations: None
Requisition ID: 51750 

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 Customer Experience Quality Team within the Customer Experience Division.
• Responsible for championing compliance, accuracy and customer service standards consistent with best in class contact centers. Supports contact center leaders and team members across Reservations and our Customer Service Recovery organization.

What you'll do

•  Leads team members tasked with setting objectives, monitoring progress and providing actionable reports to help our contact center leadership understand the contribution they make towards organizational goals.  
• Champions the Global Reservations and Customer Service Recovery coaching strategy and collaborates with leadership on how best to implement consistently across the organization
• Influences the vision and set the delivery strategy for call listening, quality and performance programs 
• Partners with other key stakeholders to ensure we are providing frontline leaders with the right tools and resources to successfully coach their teams
• Defines the goals to support the organization in making data driven decisions that achieve our targeted business outcomes in the contact centers
• Creates a culture which fosters collaboration and continuous improvement to empower our team members for sucess
• Engages the customer, team and the wider organization to show continuous improvement, and incorporate 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
• 7 years related experience
• At least 5 years’ experience leading frontline team members in a contact center environment

Preferred Qualifications- Education & Prior Job Experience

• At least 5 years experience driving quality and performance strategy for contact centers

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

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: 51750 

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