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Director, Customer Experience
American Airlines
Fort Worth, TX, United States
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Director, Cargo Customer Experience
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
The way in which we care for and interact with our team members will lead to a competitive advantage that will manifest as superior service provided to Cargo customers. Our high levels of service already differentiate us and set the standard in the cargo industry with attention to detail, proactive communication, absolute accountability and a drive to solve problems. The Cargo Customer Experience Director’s role is to provide vision and leadership in these endeavors before, during and after the shipment and spanning the Sales Support Desk, Reservations, Regional Trucking, Cargo Operations Control, Service Recovery, Customer Relations and the Claims teams. The CE Director also plays a critical role providing insights into, and advocating on behalf of, our customers as well as problem solving for the needs of our business and other parts of our broader organization. As a member of the Cargo senior leadership team, we are unified in our collective ownership of successes and failures related to customer care, revenue generation and operational performance goals and in our commitment to the leadership behaviors of caring, collaboration, development, results and future as well as to the principles of diversity and inclusion.
Specifically, you'll do the following:
• Define and champion initiatives that maximize Cargo’s financial contribution to the airline through pricing and capacity utilization
• Define strategy and support initiatives to diversify cargo revenue sources, including cargo ancillary fees
• Foster collaboration and teamwork between Revenue Management and the Global Sales organization to define market and customer strategies that maximize financial performance while supporting an exceptional customer experience
• Cultivate partnerships with the Global Operations team that both maximizes cargo capacity utilization and supports our frontline team members
• Engage with Network Planning, IOC and other key stakeholders to define optimal network and load planning strategies
• Lead and support 40 direct team members by championing new tools, resources or processes
• Focus on developing individual team members through coaching, mentoring and the creation of growth opportunities so that they can become more awesome
• Nurture a culture which supports a fun and professional workplace, winning as a team and company pride
About The Job (Continued)
• Define and drive the development of an industry leading cargo yield management system and the processes that support it
• Define short-, mid- and long-term technology roadmap for revenue management
• Champion delivery transformation initiatives that will improve efficiency and innovation
• Support the Sales organization specifically with direct customer interactions and partner with all other stakeholders including Customer Experience, Marketing and Communication, IT, Revenue Accounting, and Cargo Strategy to create and deliver initiatives for improving revenue and operational performance
Qualifications
• Bachelor’s degree, Graduate degree preferred
• At least 7 years’ experience in leadership roles with cross-functional responsibilities
• Strong problem solving, negotiation and critical thinking and communication skills
• Commercial work experience
• Demonstrated ability to perform both independently and as a team member, handle multiple assignments, complete projects on time and perform under pressure while responding to changing priorities
• Proven ability to build and facilitate relationships at all levels of the organization, both internally and externally
• Action oriented, results-driven leader with who is approachable to team members across multiple workgroups
• Exemplifies and promotes the American Airlines five leadership attributes:
◦ Caring – We demonstrate compassion and empathy for others
◦ Collaboration – We are authentic, eschew ego and celebrate others’ successes
◦ Development – We promote broad interests and are passionate about learning and exploring
◦ Results – We have high expectations of ourselves and others and are never complacent
◦ Future – We are innovative and adaptive, challenge the status quo and embrace diversity