Sr Manager, Customer Experience

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!

• This job is a member of the Travel Innovation team within the Customer Experience Organization supporting Airport Technology Product Management.
• Lead the strategic development and execution as the Product Manager for the Airport Customer Care Technology Product teams that align with high level organizational goals. of customer and team member technology that aligns with high level organizational goals

• Define and communicate vision and strategy for customer and team member technology products
• Set and reviews 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 and serving as the primary contact for queries related to the product

• 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

Minimum Qualifications

• 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

Preferred Qualifications

• 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

Skills, License and Certifications

• Ability to self-manage and create value
• Strong organization, planning, and presentation and negotiation skills
• Ability to communicate precisely and clearly, both orally and in writing

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.
• 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.
• 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.
• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

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.