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!
The role is a part of the Operations Administration team within the Customer and Operational Excellence organization supporting airports and contact centers. You will support leaders in their strategic efforts to reduce lost time, improve administration efficiencies, and enhance the team member experience. Collaborate with cross-functional teams and leverage tools and technology to identify trends, develop data-driven solutions, and implement impactful strategies.
As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.
• Proactively identify opportunities to leverage AI and advanced analytics to predict attendance trends, automate manual processes, and recommend targeted interventions.
• Continuously scan industry trends and emerging technologies to introduce “out of the box” strategies for process efficiency and optimization
• Translate complex data into actionable insights and present findings to senior leadership and stakeholders, ensuring recommendations are practical and measurable.
• Identify and develop solutions to streamline processes, reduce manual workload, and achieve organizational objectives.
• Lead cross-functional projects aimed at reducing lost time, enhancing efficiencies, aligning processes and centralizing key administrative functions.
• Develop project plans, timelines, and resource allocations using industry-standard tools to ensure successful execution.
• Monitor project progress, manage risks, and adjust strategies to meet evolving business needs.
• Facilitate workshops, stakeholder meetings, and task forces to drive engagement and consensus.
• Track key performance indicators and project outcomes.
• Performs other projects as assigned.
Minimum Qualifications- Education & Prior Job Experience
• Bachelor’s Degree or equivalent experience
• 3+ years of related experience in customer service industry
Preferred Qualifications- Education & Prior Job Experience
• Prior knowledge of working with a contract labor group.
Skills, Licenses & Certifications
• Strong critical thinking and creative problem-solving skills; able to challenge the status quo and propose innovative solutions.
• Demonstrated ability to drive cross-functional projects and influence stakeholders at all levels.
• Demonstrates experience and proficiency in leveraging AI/ML tools to drive process efficiency and effectiveness.
• Experience working in fast-paced, ambiguous environments and adapting to shifting priorities.
• Excellent communication and presentation skills, with the ability to influence decision-makers and drive consensus.
• Ability to effectively coordinate multiple projects at the same time and presenting comfortably in front of large groups and Sr. Leadership.
• Ability to work and make decisions independently with minimal supervision as well as function effectively as a member of a team.
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.
