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Location: DFW Headquarters Building 8 (DFW-SV08)
Additional Locations: Dallas/Ft Worth, TX
Requisition ID: 72531
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
As an Analyst on the Customer Care Policy and Procedures team (P&P), you will have a key role in designing airport agent work processes and developing customer facing policies and procedures.
We’re looking for a creative self-starter and problem solver who can drive collaboration with various teams at headquarters, the field and vendors that support American Airlines. This position will have various responsibilities for representing Customer Care and the Airport agent voice as we enhance policies and procedures, define Gate and Ticket counter optimization, Current and future applications and/or products that American Airlines deliver to the airports and our customers. This role may also include support work in such topics/areas as deemed appropriate as team managers, and operational responsibilities including travel and on-call rotations.
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.
Act as Customer Care Policy and Procedures primary point of contact and subject matter expert for products they support, Primary focus on Irregular operations and service recovery
Collaborate with other Customer Experience Delivery groups and Airport analysts and with business owner(s)/customer(s) and all other areas/individuals and business stakeholders, including training, IT, testers etc. affected by the project
Supports our airport leadership and agents with through product knowledge, communication and maintain Web Reference
Update and maintain the contents of Airport Web Reference
Acts as resource to key internal departments to define and prioritize requirements
Oversee all aspects of assigned projects from original concept through final implementation
Utilizes project management tools and techniques to achieve project milestones in a timely manner
Conducts project meetings; completes project tracking/analysis reports; reports to management and business owners regarding project progress, issues, and risks
Provides task and analytical guidance to project team
Identifies barriers/solutions requiring management intervention
Minimum Qualifications- Education & Prior Job Experience
Preferred Qualifications- Education & Prior Job Experience
Skills, Licenses & Certifications
Feel free to take advantage of all that American Airlines has to offer:
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.
Additional Locations: Dallas/Ft Worth, TX
Requisition ID: 72531