Md, Customer Experience Operations Innovation

Location: DFW Headquarters Building 8 (DFW-SV08)
Additional Locations: None
Requisition ID: 66911
This job will continue to be posted until at least 05/02/2023. 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 Managing Director of Customer Experience Operations Innovation provides leadership, vision, and strategic direction around the development and implementation of the technology products we deliver to our customers and team members by supporting contact centers and day of travel at the airport.
What You'll Do

• Drives value for our customers and frontline team members in the airport and contact center operations by delivering technology innovation and working closely with our IT partners to operate in the product model
• Responsible for implementing the Customer Experience technology strategy to support our contact centers and airport operations
• Airport of the Future initiatives that will create a convenient, connected, and consistent experience across all airport touch points
• Partners with leaders across our operation and commercial teams to lead the transformation of the customer and team member experience
• Contact Center initiatives that will deliver a reliable and scalable call platform and more efficient tools for our frontline team members and leaders
• Leads initiatives, identifies, and frames opportunities, and forms data driven decisions to deliver on Commercial 2025 goals, including:

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

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

Preferred Qualifications- Education & Prior Job Experience

• Experience with airline workgroups preferred
• Advanced Degree preferred

Skills, Licenses & Certifications

• Results – We drive to be the best
• Ability to influence through outstanding interpersonal, collaboration, and negotiation skills
• Ability to identify creative and innovative solutions to complex problems
• Ability to think strategically, negotiate skillfully, digest complex details, and use sound judgment and initiative in making decisions
• Demonstrated passion for innovation, speed to market, and team-based solution development
• Believes in and promotes the American Airlines five leadership attributes:
• Demonstrated ability to create a culture of continuous improvement that is open, respectful, and thrives on diversity and trust
• Caring – We care about all team members
• Excellent planning, problem solving, analytical, and critical thinking ability
• Action-oriented, results-driven, visionary leader with a natural aptitude for seeking opportunities that transform existing business models; ability to create and execute strategy
• Ability to be flexible in rapidly changing conditions and priorities; entrepreneurial, adaptable, resilient, and able to handle ambiguity
• Excellent communication, presentation, and interpersonal skills, with ability to handle complex topics comfortably and to interact effectively with all levels, both verbally and written
• Collaboration – We succeed as a team
• Outstanding leadership and coaching skills, with the proven ability to inspire high levels of performance and commitment from a team
• Development – We build future leaders
• Future – We continually challenge the status quo
• Ability to drive collaboration and facilitate effective relationships across different work groups and levels of the company
• Deep understanding of our customers, our business/competitive environment, and airline economics

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

• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises 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.
• 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.
• 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.

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: 66911