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Director, Customer Experience Solutions
American Airlines
Fort Worth, TX, United States
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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.
Job Purpose
• Lead initiatives, products, and projects to continuously improve the experience of our customers and frontline team members in Airports, Reservations, and Premium Customer Services. Drive technology improvements across the customer experience, working closely with IT colleagues on American’s delivery transformation efforts.
• Partner with Commercial and Operations departments to create and deliver short-term and long-term strategies for improving customer service, revenues, and operational metrics and efficiencies.
• Advocate on behalf of our customers and frontline team members across the enterprise to drive innovative technologies and deliver new products and services via airport and reservations channels.
Principal Duties and Responsibilities:
• Act as platform/portfolio owner for applications used by frontline Airport and Reservations team members to serve our customers
• Manage large, complex Customer Experience projects and products
• Partner with operational, commercial, and IT groups to improve both our operation and customer experience
• Lead and deliver projects and initiatives that support corporate goals
• Participate in Customer & Product Strategy (C&PS) group to define customer and corporate strategies and prioritize projects to deliver value
• 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
• Undergraduate degree required, preferably in Business Administration, or equivalent experience/training
• At least 5 years’ experience in a leadership role overseeing a large workgroup with cross-functional teams, strategic planning, and project delivery
• Experience managing large, complex technology efforts
• Strong problem solving, negotiation, and critical thinking ability
• 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
• Exceptional leadership and decision-making skills
• Excellent verbal and written communication skills
• Ability to effectively communicate and partner with colleagues at all levels of the organization
• 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