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!
• This role is part of the Crew Scheduling Operations Support team within the Integrated Operations Division. You’ll lead the Crew Scheduling performance program, which brings together service quality evaluation and performance trending analysis to strengthen service consistency, coaching, and operational reliability.
• You’ll use analytical insights, structured evaluation methods, and clear communication to help team members understand expectations, performance trends, and opportunities for growth. This role blends data, operational awareness, and people centered communication to support a high performing Crew Scheduling operation.
• Serve as the steward of the Crew Scheduling performance program, ensuring clarity, consistency, and alignment across all components.
• Maintain and evolve service quality evaluation standards, including criteria, calibration, and trend analysis
• Develop and refine performance metrics that reflect operational expectations and support coaching
• Analyze service quality and performance trends to identify strengths, gaps, and opportunities
• Partner with leaders to communicate insights, support coaching, and reinforce consistency
• Analyze call volumes, service levels, and operational performance data to identify trends and improvement opportunities
• Build automated dashboards and reporting tools using Tableau, Power BI, Cognos, SQL, or Alteryx
• Develop automated data processes and deliver insights that guide operational decisions and performance conversations
• Contribute to projects that strengthen service consistency, operational reliability, and team performance
Minimum Qualifications- Education & Prior Job Experience
• Bachelor’s degree in applied Statistics, Data Analytics, Operations Research, Industrial Engineering, Business, Computer Science, or related field (or equivalent relevant work experience)
• 2–3 years of experience in a data analysis or operations support role
Preferred Qualifications- Education & Prior Job Experience
• Knowledge of Crew Scheduling applications and business processes
• Experience with airline operations or crew scheduling processes
Skills, Licenses & Certifications
• Knowledge of Microsoft Office tools including Word, Excel, PowerPoint, and Outlook
• Experience with SQL, and/or Alteryx
• Experience with business intelligence tools (e.g., Tableau, PowerBI)
• Strong analytical and problem-solving skills
• Ability to work with minimal supervision
• Ability to be flexible and capable of adapting to constant change
• Ability to effectively meet deadlines and prioritize tasks in a dynamic and fast-paced work environment
Feel free to take advantage of all that American Airlines has to offer:
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.
Embark on an adventure with a commitment to service, excellence and humanity. Our team is what powers our airline. We are proudly dedicated to our purpose of caring for people on life’s journey, including connecting our customers to the people and places they love or providing our team members development and leadership opportunities to acquire new skills and explore their potential.
With more than 1,300 aircraft in our mainline and regional fleets combined and an extensive route network that touches six continents, we’ve got a place for you to start — or continue — your career. Whether you’re stationed at one of our hundreds of airports, working out of our state-of-the-art headquarters in Fort Worth, Texas, or serving customers over the phone from your home office, there are endless opportunities for you to grow and lead at American.
