Job Description

Intro

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!

Why you'll love this job

This job is a member of the Strategy and Continuous Improvement team within the Customer and Operational Excellence Division. Responsible for leading a team that works with organizational leadership and operationally focused teams to understand and improve processes and designs.

What you'll do

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.

• Leads a team of analysts who specialize in process improvement and customer journey enhancement while working cross-functionally with all groups within the airports and contact centers, as well as with Finance and Loyalty, among others.
• Oversees concurrent, diverse and time-sensitive projects from inception to completion in various areas, including, but not limited to, domestic reservations, international reservations, and service recovery
• Leveragess knowledge of continuous improvement tools and methodologies to drive process improvement
• Works collaboratively with cross-functional groups to create comprehensive strategies and solutions
• Uses advanced data analysis to support and justify projects and proposals
• Builds relationships with business owners at all levels within operations and customer teams
• Provide a team of analysts with structure, support, and most importantly, care
• Must be willing to travel when needed for business (up to 20%)

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

Bachelor's degree in relevant field or equivalent experience/training

5 years work experience, preferably in industrial engineering, operations, operational experience, or related airline field

3 years of experience formally or informally leading process improvement teams

Experience working with and presenting to senior leadership

Preferred Qualifications- Education & Prior Job Experience

Graduate degree, MBA, or other advanced certification (i.e., Master Black Belt)

Airport and/or Contact center knowledge (Reservations and/or Service Recovery).

Experience developing and tracking customer journey enhancements

Experience implementing AI solutions into workflows

Skills, Licenses & Certifications

Lean Six Sigma

Ability to lead teams and influence decisions

Strong statistical analysis, data modeling, and presentation development and delivery skills

Ability to lead a team on projects that impact multiple business units

Strategic mindset with a demonstrated aptitude for understanding the business, working with data, and solving problems creatively

Effective leadership skills with the ability to communicate expectations, motivate team members, provide feedback, delegate tasks and promote career growth of direct report(s)

Advanced experience with Excel and PowerPoint presentation development

Self-motivated individual with a high personal standard of excellence who can work independently to drive for results

Excellent organizational and planning skills

What you'll get

Feel free to take advantage of all that American Airlines has to offer:

• Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
• Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

Feel free to be yourself at American

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+ Team Member 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.