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 Policy & Procedure Content Coordinator is responsible for developing, maintaining, and enhancing departmental policies and procedures to ensure operational excellence and compliance. This role serves as a key liaison between Customer Relations and other business units, representing the department’s perspective in strategic discussions and ensuring accurate documentation of processes.
• Maintain and update CR Reference tools, SharePoint page permissions, revision logs
• Review and process P&P Inquiry submissions; maintain inquiry tools
• Attend meetings to represent the voice of Customer Relations and provide subject matter expertise.
• Capture and communicate meeting outcomes, identifying potential updates to policies and procedures.
• Draft, edit, and maintain Customer Relations policy and procedure documentation to ensure clarity, accuracy, and alignment with organizational standards.
• Review and revise departmental policies and procedures to reflect evolving business needs and regulatory requirements.
• Support IT-related troubleshooting for CR Reference and Advocate tools.
• Collaborate with internal stakeholders to ensure consistent application of policies across the organization.
• Maintain exceptional attention to detail and demonstrate superior written communication skills in all deliverables.
Minimum Qualifications- Education & Prior Job Experience
• Prior experience in Customer Relations or a related function.
• Experience with Advocate, CR Reference, and travel credit processes
Preferred Qualifications- Education & Prior Job Experience
• Strong understanding of Customer Relations operations and workflows.
• Proven ability to manage multiple priorities and deliver high-quality documentation under tight deadlines.
Skills, Licenses & Certifications
• Excellent organizational, analytical, and communication skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Knowledge of Microsoft Office to include Word, Excel, Power Point, Outlook, SharePoint
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.
