Customer Service Manager, Analytics

Location: Charlotte/Douglas Intl Apt (CLT-TRML)
Additional Locations: None
Requisition ID: 67928
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

• Responsible for analysis and reporting of operational performance and customer experience metrics
• T his job is a member of the Planning and Administration Team within the Customer Experience Division.

What You'll Do

• Work on a variety of adhoc projects
• Present conclusions and recommendations to station leadership to improve performance and metrics
• Review and analyze operational and performance data
• Build reports based on analysis using Excel, Tableau or other BI tool(s)
• Use SQL to develop databases and work with large data sets
• Partner with vendor business partner to support staffing requirements
• Support and maintain daily, weekly, and monthly spend and lost time trending reports

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

• Presentation building experience with PowerPoint
• Knowledge of Microsoft Office to include MS Word, Excel and PowerPoint
• Excellent analytical skills
• Undergraduate degree in relevant field or equivalent experience/training
• Knowledge of SQL query and databases
• Excellent Interpersonal skills

Preferred Qualifications- Education & Prior Job Experience

• 1 year in an analytical role
• Dashboard creation with Tableau, SQL or other business intelligence tool(s)
• 1 year of airline experience

Skills, Licenses & Certifications

• Ability to fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
• Ability to secure appropriate airport authority and/or US Customs security badges, if applicable
• Ability to lead projects and influence decisions

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.
• 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.
• 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.
• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.

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: 67928