This job has expired, please see additional jobs below
Managing Director, Customer Experience Innovation and Delivery
American Airlines
Fort Worth, TX, United States
Job Details - this job has expired, please see similar jobs below
Overview
Join us for a career with endless possibilities.
Looking for a job where a passion for innovation, a culture of teamwork, and opportunities for growth are valued and rewarded? You’ve come to the right place.
You don’t have to be an airline aficionado to join American Airlines. It takes more than cool planes to keep us ahead of the curve, and thanks to our team of behind the scenes professionals, we do just that. As the largest airline in the world, American Airlines is in the business of serving the global travel needs of our customers. At the core of the Company is our commitment to each customer and each employee. We are dedicated to developing and delivering what our customers value and are willing to pay for. Customer-centric planning, innovative marketing, and an exceptional customer experience are supported by a cadre of talented people.
What does it take to join us? We’re glad you asked! We expect exceptional skills in your discipline and a dedication to being the best as we relentlessly pursue our goal of being not just the largest airline in the world, but also the best airline in the world.
Fortunately, we’re building on almost a century of innovation and firsts in our industry – and we plan to continue that tradition of excellence.
About The Job
Job Purpose
Responsible for providing leadership, vision and strategic direction in delivering an industry leading travel experience by supporting Airports, Premium Customer Services, Reservations, and Service Recovery teams. Leads business technology solutions and policy and procedure teams to ensure frontline team members have the technology and support to deliver our products. Advocate on behalf of our customers and team members across the enterprise to drive efficiency and Elevate the Experience.
Principal Duties and Responsibilities
• Define and deliver an industry leading day of travel experience for customers and team members
• Lead the Policy & Procedure and business technology solutions teams to deliver complex initiatives in innovative ways that support our team members and customers
• Act as portfolio/platform owner for multiple areas of the customer journey, as well as for applications used by frontline team members
• Champion delivery transformation initiatives to more effectively deliver technology solutions
• Lead initiatives to continuously improve policies, procedures, and technology solutions impacting our customers and frontline team members. Provide operational support to frontline teams worldwide and create long-term strategies for improving the customer experience and our operation.
• Partner with Airports, Reservations, Service Recovery, IT, Corporate Safety and Security, Regulatory Affairs, Flight Service, Corporate Communications, Revenue Management, Digital, Merchandising, Loyalty, Alliances, and IOC, as well as external government and community groups, to create and deliver strategies for improving customer service, revenues, and operational metrics and efficiencies.
• Liaise with FAA, DOT, and TSA, in conjunction with American’s Safety, Security, and Regulatory teams, on policies and regulations that impact customers and Customer Care teams
• Member of the Customer & Product Strategy Core team, which prioritizes and coordinates on cross-departmental initiatives
• Partner with Alliances and oneworld and JB airline partners to improve customer experience
• Champion Customer Accessibility efforts across the airline both internally and externally
• Lead department preparedness for all emergency and incident responses
• Develop capabilities of a large team through coaching, counseling, and providing growth opportunities
• Create a culture which fosters a professional workplace, strong work ethic, and company pride
Qualifications
• Bachelors degree required. Masters preferred.
• At least 7 years’ experience in a leadership role overseeing a large workgroup with cross-functional teams
• Extensive experience managing and implementing large, complex projects
• Strong problem solving, negotiation, and critical thinking ability
• Experience working with front-line teams preferred
• Commercial experience preferred
• Demonstrated ability to perform both independently and as a team member, handle multiple assignments, complete projects on time and perform under pressure and respond to changing priorities
• Proven ability to build and facilitate relationships at all levels of the organization, both internally and externally
• Exceptional leadership and decision-making skills
• Action oriented, results-driven leader with a natural aptitude for engaging employees in multiple workgroups
• Believes in and promotes the American Airlines five leadership attributes:
◦ Caring – we care about all team members
◦ Collaboration – We succeed as a team
◦ Development – We build future leaders
◦ Results – We drive to be the best
◦ Future – We continually challenge the status quo