Sr Manager, Customer Experience

American Airlines Group - Dallas, TX

Full-time - Manager

Dallas, TX

Air Transportation

About the position

The Sr Manager, Customer Experience at American Airlines is a pivotal role within the Travel Innovation team, focusing on the strategic development and execution of Airport Customer Care Technology products. This position aims to align product management with organizational goals, ensuring that both customer and team member technologies are effectively managed and enhanced. The role involves leadership, accountability, and collaboration with various stakeholders to drive innovation and improve customer experiences.

Responsibilities

• Define and communicate vision and strategy for customer and team member technology products
• Set and review product objectives and key results in alignment with company priorities and goals
• Drive accountability through data-driven decision making
• Provide on-site support for product launches and enhancements
• Act as ambassador for products by interfacing with leaders and stakeholders at all levels
• Inspire and motivate the development teams to deliver innovative solutions with an appropriate sense of urgency
• Stay informed of competitive and industry developments
• Work with external vendors and regulatory agencies to ensure 3rd party development meets business requirements
• Partner with legal and procurement teams to negotiate contracts with vendors, where needed
• Develop skill and career building plans with direct reports

Requirements

• Bachelor's and/or master's degree in a relevant field, or equivalent experience and/or training
• 7+ years of people leadership experience in product and project management
• 4+ years of airline or transportation industry experience

Nice-to-haves

• Prior experience in IT operational experience in airline management, aviation management, or related field
• Extensive knowledge of airport operations and key success factors
• Familiarity with the delivery transformation mindset
• Experience leading contract negotiations

Benefits

• Travel Perks: Access to 365 destinations on more than 6,800 daily flights
• Health Benefits: Health, dental, prescription, and vision benefits from day one
• Wellness Programs: Tools and resources for personal well-being
• 401(k) Program: Available upon hire with employer contributions after one year
• Employee Assistance Program
• Pet insurance
• Discounts on hotels, cars, cruises, and more