American Airlines

Director, Service Recovery

American Airlines • $125K — $150K *
Fort Worth, TX 76137In-Person
Business Services
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in Business Administration, Management, or related field, or equivalent experience
  • 7 years of progressive leadership experience in global contact centers
  • 7 years of operational and financial experience with budget management
  • Experience implementing AI or automation tools in customer service (preferred)
  • MBA or advanced degree in a relevant field (preferred)

Responsibilities

  • Lead integration of AI and automation into service recovery processes
  • Partner with teams to evaluate and implement new recovery platforms
  • Manage team responses to customer feedback across various channels
  • Serve as executive escalation contact for internal feedback and process improvement
  • Support implementation of customer-centric service recovery policies
  • Guide team members to foster operational excellence
  • Focus on enhancing customer experience through efficient service recovery

Benefits

  • Travel perks for you and your family on a global network
  • Immediate access to health, dental, and vision benefits
  • Wellness programs to support personal health
  • 401(k) program with employer contributions after one year
  • Additional benefits including employee assistance and discounts on travel services
Full Job Description
10/2/26

Location: DFW Headquarters Building 8 (DFW-SV08)
Cities: Fort Worth - TX
Requisition ID: 88621
This job will continue to be posted until at least October 9, 2026. If interested, please apply prior to this date.

Job Description

Why you'll love this job

The Director of Service Recovery provides strategic direction in the design and implementation of forward-thinking processes and policies to position the company as a leader in proactive, customer-centric service recovery. This role is not just about responding to issues; it's about anticipating customer needs and leveraging emerging technologies, including AI, to deliver seamless, personalized recovery experiences.

You'll oversee a team of Service Recovery professionals, focusing relentlessly on enhancing the customer experience, balancing operational efficiency with high-quality responses, and driving customer service initiatives based on direct feedback. This position will be responsible for developing and executing strategies to reduce complaints and contact volumes, elevate satisfaction and loyalty, and establish robust systems for continuous improvement.

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 the strategic integration of advanced technologies (including AI and automation) into service recovery processes, ensuring solutions are customer-centric and operationally sound
  • Partner with cross-functional teams to evaluate and implement emerging platforms that enhance recovery capabilities
  • Manage the team responding to customer feedback received by phone, email, chat, and social media
  • Serve as the executive escalation contact responsible for providing prompt internal feedback and customer responses, as well as driving process improvement
  • Support the implementation and improvement of service recovery processes, policies, and practices to enhance customer-centricity within the department
  • Guide Service Recovery team members, fostering operational excellence and accountability in daily activities
  • Focus on enhancing customer experience by ensuring efficient, high-quality responses to service recovery issues
  • Advocate for customer service initiatives based on direct customer feedback and collaborate with teams to drive incremental improvements
  • Contribute to the development and execution of departmental plans to help to predict, prevent, and reduce customer complaints and contact volumes, supporting overall satisfaction and loyalty goals
  • Assist in managing budgets and resource allocation for service recovery and call center operations, ensuring efficient use of resources
  • Prepare and deliver data-driven presentations to support departmental initiatives and service excellence efforts


All you'll need for success

Minimum Qualifications- Education & Prior Job Experience
  • Bachelor's degree in Business Administration, Management, a related field, or equivalent work experience.
  • 7 years of progressive leadership experience, including leading multi-level teams and frontline employees in the global contact center space
  • 7 years of business, operational, and financial experience with proficiency in assessing business requirements and developing teams; demonstrated budget management experience

Preferred Qualifications- Education & Prior Job Experience
  • MBA or advanced degree in a relevant field
  • Experience implementing AI, machine learning, or automation tools in customer service or operations

Skills, Licenses & Certifications
  • Demonstrates the highest standards of personal ethics and integrity
  • Ability to be an action-oriented, process and results-driven leader, with a natural aptitude for engaging employees across multiple workgroups, as well as advocating and managing change
  • Ability to inspire new concepts and ideas that lead to a visionary and future-oriented mindset for the team
  • Ability to translate data and metrics into measurable recommendations
  • Highly collaborative and diplomatic; curious, patient, open and honest; able to develop strong working relationships across matrixed teams
  • Ability to bring people together to build and execute clear business plans
  • 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
  • Ability to build and facilitate relationships at all levels of the organization, both internally and externally
  • Ability to productively and proactively adjust to dynamic situations
  • 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


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


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.

About American Airlines

US Airways provides international and domestic air transport in the United States. It is owned by the American Airlines Group. US Airways utilizes a fleet of 343 mainline jet aircrafts, along with 278 regional jet and turbo-prop aircrafts operated by contract and subsidiary airlines under the name US Airways Express. It was originally established as All American Aviation.It operates an airline network with 193 destinations in 24 countries in North America, South America, Europe, and the Middle East. It also operates the US Airways Shuttle, a US Airways brand which provides hourly service between Boston, New York City, and Washington, D.C.As of October 2013, US Airways employed 32,312 people worldwide and operated 3,028 daily flights.US Airways is a member of Oneworld, and it currently operates along with American Airlines as a result of a merge between the two holding companies of these airliners.US Airways was established in 1973. It operates hubs at Charlotte/Douglas International Airport, Philadelphia Inte...

American Airlines Careers

Join the dynamic team at American Airlines, a leader in global aviation and an innovator in the airline industry. With a wide range of job opportunities, American Airlines is the perfect place to advance your career, offering roles that cater to a variety of skills and professional interests. Work You’ll Do At American Airlines, you will be part of a team that is dedicated to providing world-class service and shaping the future of travel. Our employees enjoy a culture of collaboration and respect, where diversity and inclusion are celebrated. With American Airlines, you can contribute to a legacy of innovation and leadership in the skies. Transform Your Career American Airlines is not just a company; it's a community where you can grow your career through a robust suite of professional development and diversity training programs. Our leadership is committed to nurturing talent and recognizes the value of each individual’s growth. Join a team that leads with integrity and a passion for progress. At American Airlines, your career trajectory is bolstered by our commitment to innovation and excellence in the aviation industry. Internship Opportunities Kickstart your career with an internship at American Airlines. Gain invaluable industry experience, build your resume, and make connections that will propel your professional life. Our internships offer hands-on experience in a variety of departments, helping you discover your path in the aviation industry. Benefits of Working With Us American Airlines places immense value on the well-being of its team members. Employees enjoy competitive benefits including health, dental, and vision insurance, employee discounts, and flexible spending accounts. More than just perks, our benefits are designed to support your life, both at work and at home. Explore Job Opportunities Whether you’re looking to enhance your career in engineering, customer service, or leadership, American Airlines has a position that will match your skills and passions. We are continuously hiring and looking for motivated individuals who are ready to take their careers to new heights. Stay Connected Join Our Team Search open positions that align with your skills and interests. We are looking for passionate, curious, and solution-driven team players. SEARCH AMERICAN AIRLINES JOBS Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. READ CAREERS BLOG Job Alert Emails Customize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding opportunities that await at American Airlines.
Learn more about American Airlines
Size
123,400 employees
Market Cap
$8 billion
Industry
Aerospace & Defense
Net Income
-$8.8 billion
Founded
1930
5 Year Trend
-5.7%
Revenue
$17.3 billion
NASDAQ
AAL
* Ladders Estimates

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