Job Information
American Airlines Manager, Contact Center - Continuous Improvement in Dallas, Texas
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 Contact Center Planning, Analysis and Operations Team within the Customer Experience Division, which is at the epicenter of all Customer Experience strategic initiatives.
Responsible for leading a team that works with contact center leadership and operationally focused teams to understand and improve contact center processes and designs.
What you'll do
Leads a team of analysts who specialize in process improvement and customer journey enhancement while working cross-functionally with all groups within the Customer Experience organization, including Customer Experience Innovation and Delivery, Reservations, Service Recovery, and Contact Center Technology, 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 Customer Experience, Reservations and Service Recovery 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, contact center 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)
Contact center knowledge (Reservations and/or Service Recovery) and understanding of contact center operations
Experience developing and tracking customer journey enhancements
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+ 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.
EQUAL EMPLOYMENT OPPORTUNITY/ AFFIRMATIVE ACTION POLICY
American Airlines maintains a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled veteran or other protected veteran, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, the following employment decisions and practices: hiring; upgrading; promotions; demotions or transfers; layoffs; recalls; terminations; rates of pay or other forms of compensation; selection for training, including apprenticeship; and recruitment or recruitment advertising.