MD, Customer and Operational Excellence

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 and Operational Excellence is responsible for driving a technology-first mindset to strengthen efficient utilization of resources for airports and contact centers. This role will partner with other teams across AA to support operations and contact center strategies by streamlining policy, processes, and procedures.

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.

• Enhance and deliver processes, policies, and practices that ensure the company is the industry leader for proactive, high quality, and customer-focused service across airports and contact centers
• Instill an organizational culture focused on providing the best in class customer experience
• Inspire, lead, and develop teams dedicated to delivering an effortless experience for our customers and team members as measured through NPS, objective performance data, MBR, and team member/customer effort scores
• Develop procedures, and process to incorporate team member and customer feedback into our customer experience strategy
• Improve MBR performance through below-the-wing process simplification
• Implement strategic plans to deliver performance on customer KPIs such as customer complaints, volumes, and customer satisfaction levels
• Develop systems to record, assess, and analyze customer feedback from web ref/.com articles. Utilize insights to drive continuous improvement and resolve recurring issues
• Manage budgets and expense processes for the Policy and Procedure team and ensure that financial goals are achieved and resources are utilized efficiently
• Review and evaluate automation tools and makes recommendations to improve efficiencies, reduce costs, and improve customer experience
• Provide clear and concise, data-driven presentations that drive change throughout the organization
• Craft a long-term strategic vision for the business unit and implement a plan to bridge the present state with the future
• Provide thought leadership on process improvements, including documenting and prioritizing business requirements for system enhancements and new implementations in airport and contact center operations
• Manage, motivate, and hold Policy and Procedures team accountable for optimum and quality productivity
• Ensure a culture focused on team member development through scorecards, one on one, skip-level, and team meetings with a focus on productivity and quality measurement, performance feedback, and recognition
  
  

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor’s Degree in Business Administration/Management or equivalent experience/training
• 10 years of progressive airport leadership experience, including leading multi-level teams
• P&L budget management experience
• 2 years of airport operations leadership experience above and below-the-wing
  
  

Skills, Licenses & Certifications

Ability to be an action-oriented, process and results-driven leader, with a natural aptitude for engaging team members across multiple workgroups, as well as advocating and managing change

• Demonstrated ability to deliver results while simultaneously managing multiple priorities and projects
• Demonstrated expertise in process improvement
• Demonstrated ability to quickly analyze data and make decisions in the best interests of the company
• Highly collaborative and diplomatic; curious, patient, open and honest; able to develop strong working relationships across matrixed teams
• Proven ability to influence cross-functional teams with exceptional relationship-building skills demonstrated by the ability to grow and nurture relationships
• Strong decision-making and organizational skills, with the ability to optimize the use of all available resources and deliver on multiple priorities
• Ability to influence others through outstanding interpersonal skills, collaboration, and negotiation skills
• Ability to think strategically and use sound judgment and initiative in making decisions
• Excellent verbal and written communication skills, with the ability to effectively and clearly communicate a strategic and tactical vision to all levels within the organization, as well as with external agencies and business partners
• Proficient in Microsoft Word, Excel, Outlook, Access, co-Pilot, and other Company systems, as needed
• Believes in and promotes the American Airlines five leadership attributes:
• Caring – We care about all team members
• Collaboration – We succeed as a team
• Development – We build future leaders
• Results – We drive to be the best
• Future – We continually challenge
  
  

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.