Specialist/Sr Specialist, Customer Planning Communications And Engagement

Location: DFW Headquarters Building 8 (DFW-SV08)
Additional Locations: None
Requisition ID: 68452
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

• In this role, you will help lead communications in support of American’s three strategic objectives: Create a world-class customer experience, make culture a competitive advantage and build American to thrive forever. The work you do will help influence American’s team member experience and advance its business strategy. The right person for this job must be able to work in a high-pressure, fast-paced environment with tight deadlines. This individual must also be able to generate and/or tailor communications in support of those team members who interact with our customers in a variety of ways (i.e., via the telephone, Chat, and email).
• The Specialist/Senior Specialist of Contact Center Planning and Support is part of American’s Customer Service Quality team, a dynamic and collaborative group that helps drive engagement with internal stakeholders and communicates policy, procedures and initiatives in a way that builds trust and facilitates action.

What You'll Do
As noted above, this reflects the current job duties, but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations.

• Develop and execute communications strategies around sensitive and fast-moving issues with tight deadlines. Work on real-time business issues with Contact Center leadership teams in driving the tone and style and content of the messaging
• Comfortable delivering various types of communications and programs
• Develop an in-depth understanding of American’s business practices, customer policy and procedures, and Contact Center operations
• Identify and support various communications channels and processes to connect with frontline team members as well as leadership, and support staff
• Ability to travel as needed (10% or less)
• Develop and maintain important relationships with leadership and teams responsible for Quality, Policy & Procedures, Training, and Customer Journey
• Develop compelling communications plans and education campaigns to help American’s team members understand important business decisions
• Uphold the integrity of the team by developing and maintaining strong relationships for Planning, Communications and Engagement with leaders throughout the company
• Provide support and content for other teams/channels as needed
• Support the Reservations and Customer Service Recovery teams in development and delivery of complex messages in a clear and concise way for team members

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

• 5 years of relevant work experience in communications or media relations
• Bachelor’s degree or equivalent experience/training

Preferred Qualifications- Education & Prior Job Experience

• Knowledge of and/or experience in the commercial airline and/or Contact Center industries
• Experience working in corporate communications or media relations for a large, global organization

Skills, Licenses & Certifications

• Keen attention to detail and accuracy and a strong understanding of AP style
• Exercise sound business judgment and demonstrate professionalism and discretion in handling confidential and sensitive information
• Excellent written and verbal communications skills, storytelling, visualization, and presentation skills as well as strategic communications experience
• High level of proficiency with Microsoft products including Word, Excel, PowerPoint, Teams, Sharepoint, Viva Engage, and Outlook, and Adobe Creative Suite & Team Site products
• Thrive in a fast-paced environment where you work under pressure and meet critical deadlines both during normal business operations and after hours as warranted
• Hardworking and results-oriented and having the ability to work independently and/or within a collaborative team environment
• Excellent creative skills, especially in graphic design and/or video production
• Experience working with Microsoft Power Automate, Advanced Content Management Systems, or similar.

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
• 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.
• 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.

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: 68452