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Director, Customer Experience Delivery
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.
About The Job
Lead efforts to continuously improve policies, procedures, and tools impacting our customers and frontline team members in Airport Customer Care, Reservations, and Premium Customer Services. Provide daily operational support to these teams. Address operational issues and create long-term strategies for improving customer service and our operation, partnering with Airports, Reservations, Corporate Safety, Corporate Security, Regulatory Affairs, Flight Service, Corporate Communications, Revenue Management, Merchandising, Loyalty, Alliances, and IOC, as well as external government and community groups.
Advocate on behalf of our customers and frontline team members across the enterprise to drive improvements to policies and technologies and to better deliver our products and services.
Principal Duties and Responsibilities
• Lead the Policy and Procedure teams for Airport Customer Care, Reservations, and Premium Customer Services
• Continuously improve ease of use of manuals and reference materials used by frontline team members
• Lead efforts to deliver Commercial products (e.g., merchandising and loyalty) in Airport and Reservations environments
• Provide day-to-day operational support to airports and reservations centers worldwide
• Partner with operational and commercial groups across the airline to address issues and improve customer experience
• 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
• Partner with Alliances and oneworld and JB airline partners to improve customer experience
• Participate in and ensure 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
• 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
• Extensive experience managing and implementing large, complex projects
• Strong problem solving, negotiation, and critical thinking ability
• Experience working with front-line teams a plus
• 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
• Ability to positively manage people in an ever-changing work environment
• 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