MD, Contact Center Analytics and Strategy

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 MD, Analytics and Strategy will play a critical role in American Airline’s Airports division. This leader will drive operational excellence and deliver cost savings through the centralization and standardization of processes across airports and 4 reservations offices. This position will improve efficiency, reduce lost time expenses, and enhance payroll accuracy minimizing errors and streamlining operations for long-term success.

What You'll Do

As noted above, this list is intended to reflect the current job 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 be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

• Lead a team to drive strategy, continuous improvement, analytics, and change management, enhancing CX and NPS results
• Champion data-driven strategies to optimize customer experience and identify performance improvement opportunities
• Define and execute the strategic vision for Airport, Reservations, and Service Recovery operations aligned with company goals
• Lead cross-functional teams to harmonize policies, procedures, and tools for operational improvement and enhanced CX
• Manage large-scale ad-hoc projects for Commercial, Finance, Operations, and Support leaders, ensuring timely delivery
• Develop and implement tools, processes, and strategies to optimize operational efficiency and performance at airports and reservations
• Build relationships with business leaders to deliver actionable insights that align with data needs and drive results
• Utilize advanced analytics to improve processes, performance, and operational efficiency across key areas
• Partner with internal groups to facilitate new station openings, terminal moves, and aircraft entries, ensuring smooth operations
• Provide leadership through coaching, talent development, and succession planning to foster team growth
  
  

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor’s degree in relevant field or equivalent work experience; Advanced degree preferred
• 10 years of leadership experience, including leading teams, managers, and individual contributors
  
  

Preferred Qualifications- Education & Prior Job Experience

• 10 years of business, operational, and financial experience with proficiency in assessing business requirements and developing teams
• Knowledge of airline industry, American Airlines (AA) business strategy, company policies and procedures, and collective bargaining agreements
  
  

Skills, Licenses & Certifications

• Ability to be an action-oriented and results-driven leader, with a natural aptitude for engaging employees across multiple workgroups
• Ability to influence others through outstanding interpersonal skills, collaboration, and negotiation skills
• Excellent project planning and organizational skills, with ability to effectively and simultaneously manage multiple large projects within tight deadlines while maintaining attention to detail
• Excellent problem solving, negotiation, and critical thinking ability
• Ability to identify opportunities for improvement, as well as proven success implementing strategic initiatives under time constraints
• Ability to build and facilitate relationships at all levels of the organization, both internally and externally
• Excellent communication and presentation skills, with ability to handle complex topics comfortably and to interact effectively with all levels, both verbally and written
  
  

What You'll Get

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
  
  

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.