American Airlines

Manager, Contact Center - Continuous Improvement

American Airlines • $90K — $120K *
Fort Worth, TX 76137In-Person
Business Services
5 - 7 years of experience
5 days ago
Job Overview by Ladders

Qualifications

  • Bachelor's degree in relevant field or equivalent experience/training
  • 5+ years work experience in industrial engineering, operations, or contact center
  • 3+ years of leading process improvement teams
  • Experience presenting to senior leadership
  • Graduate degree or advanced certification (preferred)

Responsibilities

  • Lead a team of analysts focused on process improvement and customer journey enhancement
  • Oversee diverse projects from inception to completion across various reservations and service recovery areas
  • Utilize continuous improvement tools to drive process enhancements
  • Collaborate with cross-functional teams to develop strategies and solutions
  • Conduct advanced data analysis to support project initiatives
  • Build relationships with business stakeholders at all levels
  • Provide support and structure to the team while fostering a caring environment

Benefits

  • Travel perks for you and your friends/family to 365 destinations
  • Immediate access to health, dental, prescription, and vision benefits
  • Wellness programs to support personal health
  • 401(k) program with employer contributions after one year
  • Additional benefits like pet insurance and discounts on travel-related services
Full Job Description
6/29/26

Location: DFW Headquarters Building 8 (DFW-SV08)
Cities: Fort Worth - TX
Requisition ID: 86542
This job will continue to be posted until at least 7/12/2026. If interested, please apply prior to this date.

Job Description

What you'll do

  • Leads a team of analysts who specialize in process improvement and customer journey enhancement while working cross-functionally with all groups within the Customer Experience organization, including Customer Experience Innovation and Delivery, Reservations, Service Recovery, and Contact Center Technology, as well as with Finance and Loyalty, among others.
  • Oversees concurrent, diverse and time-sensitive projects from inception to completion in various areas, including, but not limited to, domestic reservations, international reservations, and service recovery
  • Leveragess knowledge of continuous improvement tools and methodologies to drive process improvement
  • Works collaboratively with cross-functional groups to create comprehensive strategies and solutions
  • Uses advanced data analysis to support and justify projects and proposals
  • Builds relationships with business owners at all levels within Customer Experience, Reservations and Service Recovery
    Provide a team of analysts with structure, support, and most importantly, care
  • Must be willing to travel when needed for business (up to 20%)


All you'll need for success

Minimum Qualifications- Education & Prior Job Experience
  • Bachelor's degree in relevant field or equivalent experience/training
  • 5 years work experience, preferably in industrial engineering, operations, contact center experience, or related airline field
  • 3 years of experience formally or informally leading process improvement teams
  • Experience working with and presenting to senior leadership

Preferred Qualifications- Education & Prior Job Experience
  • Graduate degree, MBA, or other advanced certification (i.e., Master Black Belt)
  • Contact center knowledge (Reservations and/or Service Recovery) and understanding of contact center operations
  • Experience developing and tracking customer journey enhancements

Skills, Licenses & Certifications
  • Lean Six Sigma
  • Ability to lead teams and influence decisions
  • Strong statistical analysis, data modeling, and presentation development and delivery skills
  • Ability to lead a team on projects that impact multiple business units
  • Strategic mindset with a demonstrated aptitude for understanding the business, working with data, and solving problems creatively
  • Effective leadership skills with the ability to communicate expectations, motivate team members, provide feedback, delegate tasks and promote career growth of direct report(s)
  • Advanced experience with Excel and PowerPoint presentation development
  • Self-motivated individual with a high personal standard of excellence who can work independently to drive for results
  • Excellent organizational and planning skills


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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