American Airlines
Manager, Contact Center - Continuous Improvement
American Airlines, Dallas, Texas, United States, 75215
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
This job is a member of the Contact Center Planning, Analysis and Operations Team within the Customer Experience Division, which is at the epicenter of all Customer Experience strategic initiatives.
Responsible for leading a team that works with contact center leadership and operationally focused teams to understand and improve contact center processes and designs.
What You'll Do
Lead 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.
Oversee concurrent, diverse and time‑sensitive projects from inception to completion in areas such as domestic and international reservations, and service recovery.
Leverage knowledge of continuous improvement tools and methodologies to drive process improvement.
Work collaboratively with cross‑functional groups to create comprehensive strategies and solutions.
Use advanced data analysis to support and justify projects and proposals.
Build 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 a 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 reports.
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
Travel Perks: 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 health, dental, prescription and vision benefits, virtual doctor visits, flexible spending accounts, and more.
Wellness Programs: A variety of wellness programs to support your health and wellbeing.
401(k) Program: Available upon hire, with employer contributions after one year (depending on the workgroup).
Additional Benefits: 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 connect 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. Feel free to be yourself at American.
Seniority Level Not Applicable
Employment Type Full‑time
Job Function Other
Industries Airlines and Aviation, Aviation and Aerospace Component Manufacturing, and Consumer Services
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Why you'll love this job
This job is a member of the Contact Center Planning, Analysis and Operations Team within the Customer Experience Division, which is at the epicenter of all Customer Experience strategic initiatives.
Responsible for leading a team that works with contact center leadership and operationally focused teams to understand and improve contact center processes and designs.
What You'll Do
Lead 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.
Oversee concurrent, diverse and time‑sensitive projects from inception to completion in areas such as domestic and international reservations, and service recovery.
Leverage knowledge of continuous improvement tools and methodologies to drive process improvement.
Work collaboratively with cross‑functional groups to create comprehensive strategies and solutions.
Use advanced data analysis to support and justify projects and proposals.
Build 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 a 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 reports.
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
Travel Perks: 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 health, dental, prescription and vision benefits, virtual doctor visits, flexible spending accounts, and more.
Wellness Programs: A variety of wellness programs to support your health and wellbeing.
401(k) Program: Available upon hire, with employer contributions after one year (depending on the workgroup).
Additional Benefits: 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 connect 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. Feel free to be yourself at American.
Seniority Level Not Applicable
Employment Type Full‑time
Job Function Other
Industries Airlines and Aviation, Aviation and Aerospace Component Manufacturing, and Consumer Services
#J-18808-Ljbffr