9/16/26
Location: DFW Headquarters Building 8 (DFW-SV08)
Cities: Fort Worth - TX
Requisition ID: 88254
Job Description
What you'll doAs 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.
- Leads a team of analysts who specialize in process improvement and customer journey enhancement while working cross-functionally with all groups within the airports and contact centers, 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 operations and customer teams
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 successMinimum Qualifications- Education & Prior Job Experience Bachelor's degree in relevant field or equivalent experience/training
5 years work experience, preferably in industrial engineering, operations, operational 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 ExperienceGraduate degree, MBA, or other advanced certification (i.e., Master Black Belt)
Airport and/or Contact center knowledge (Reservations and/or Service Recovery).
Experience developing and tracking customer journey enhancements
Experience implementing AI solutions into workflows
Skills, Licenses & CertificationsLean 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 getFeel 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.
