Coordinator, Customer Experience Product Support

Location: DFW Headquarters Building 8 (DFW-SV08)
Additional Locations: None
Requisition ID: 67863
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 position supports product teams and applications as a business analyst responsible for identifying project impact, assisting in project deliverables, sourcing and grooming data, tracking OKRs, and drawing meaningful conclusions from the analysis.
• This job is a member of the Customer Experience Innovation and Delivery within the Customer Experience Division.

What You'll Do

• Supports product owners in providing administrative support for products
• Performs other duties as required
• Conducts product meetings; completes product tracking/analysis reports; reports to management and business owners regarding product progress, issues, and risks
• Engages with frontline leaders and team members to solicit and incorporate feedback into product planning
• Prepares value propositions and analysis in support of product prioritization
• Partners with business, IT and leadership to facilitate product success
• Provides tactical support and ad-hoc research for product
• Supports product playbacks with an emphasis on OKRs
• Acts as a subject matter expert for products related to contact centers with business, IT and leadership to facilitate product success
• Identifies concerns, researches solutions and assists with testing
• Supports product requirement definition and design through assisting with user stories and participating in retrospectives
• Assists product owners with achieving project deliverablies on time
• Provides quantitative analysis to inform product backlog prioritization

All you'll need for success
Minimum Qualifications- Education & Prior Job Experience

• Knowledge of basic data management and analysis including tools like Cognos, Mosaic, Tableau, etc.
• Knowledge of common software applications such as Word, Excel, PowerPoint, Teams, SharePoint, Azure Dev Ops, Rally, or other product and project tracking tools
• Bachelor's degree in technology, business, aviation management, communications, or related fields, or equivalent experience
• 2 years’ experience supporting business solutions or related analytical work

Preferred Qualifications- Education & Prior Job Experience

• 3 years of airline experience
• Ability to conceptualize, create and present analyses and strategies to all levels of leadership
• 2 years of contact center experience

Skills, Licenses & Certifications

• Ability to work under pressure, prioritize projects, meet all deadlines, balance the big picture with the requisite details and maintain flexibility
• Ability to effectively interact with all levels of employees
• Ability to build strong consensus and achieve results as a team
• Knowledge of corporate policies and operational processes and procedures
• Ability to think critically/analytically and draw meaningful conclusions from large datasets

What You'll Get
Feel free to take advantage of all that American Airlines has to offer:

• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
• 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.
• 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.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
• 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.

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.
Additional Locations: None
Requisition ID: 67863