Director, Customer Experience - Travel Innovation

Location: DFW Headquarters Building 8 (DFW-SV08)
Additional Locations: None
Requisition ID: 68304
This job will continue to be posted until at least 7/26/23. If interested, please apply prior to this date.
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
The Director of Customer Experience Travel Innovation leads American’s technology efforts strategy to support our Gate Management, Airport Agent, IROPS/Service Recovery, and Airport Operations Automation products. Our goal is to drive efficiencies through technology improvements and work closely with our IT partners on American’s delivery transformation efforts.
As the Director of the Customer Experience Travel Innovation team, you will have a critical role in collaborating with key stakeholders to lead the transformation of the American Airlines customer and team member experience, support our technology strategy, and ensure we work together to achieve the objectives and key results of our products. You will be responsible for identifying and evaluating strategic opportunities, leading cross-functional initiatives, making data driven decisions, and tracing success metrics to measure progress toward company goals.
What You'll Do

• Act as a portfolio owner by managing complex technology products used by customers and team members
• Create a culture which fosters a professional workplace, strong work ethic, and company pride
• Advocate on behalf of our customers and frontline team members to drive innovative products and services by working closely with our IT partners to operate in the product model
• Lead initiatives, identify opportunities, and make data-driven decisions to deliver on Airport of the Future initiatives that will create a convenient, connected, and consistent experience across all airport touch points
• Partner with stakeholders to create and deliver objectives and key results that improve the customer and team member experience, with a focus on post-check in operational efficiencies
• Develop capabilities of a large team through coaching, counseling, and providing growth opportunities

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

• Demonstrates the highest level of ethics and integrity
• 7 years of progressive experience in leadership roles, overseeing large workgroups with cross-functional teams
• 5 years of product model experience
• Bachelor’s Degree in relevant field or equivalent knowledge/experience

Preferred Qualifications- Education & Prior Job Experience

• Experience with airport operations technology and processes
• Experience with airline workgroups
• Advanced Degree preferred

All you'll need for success (continued)
Skills, Licenses & Certifications

• Outstanding leadership and coaching skills, with the proven ability to inspire high levels of performance and commitment from a team
• Ability to make and influence decisions through outstanding interpersonal, collaboration, and negotiation skills
• Collaboration – We succeed as a team
• Ability to be flexible in rapidly changing conditions and priorities; entrepreneurial, adaptable, resilient, and able to handle ambiguity
• Development – We build future leaders
• Demonstrated ability to create a culture of continuous improvement that is open, respectful, and thrives on diversity and trust
• Excellent verbal and written communication skills, with ability to effectively and clearly communicate a strategic and tactical vision to all levels within the organization; ability explain technical concepts to non-technical audiences
• Caring – We care about all team members
• Demonstrated ability to perform both independently and as a team member, handle multiple assignments, complete projects on time, perform under pressure, and adapt to changing priorities
• Future – We continually challenge the status quo
• Ability to identify creative and innovative solutions to complex problems
• Demonstrated passion for innovation, speed to market, and team-based solution development
• Results – We drive to be the best
• Excellent planning, problem solving, analytical, and critical thinking ability
• Deep understanding of our customers, our business/competitive environment, and airline economics
• Believes in and promotes the American Airlines five leadership attributes:

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

• 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.
• 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

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: 68304