American Airlines
Project Manager/Sr Project Manager, Customer Experience - Accessibility
American Airlines, Dallas, Texas, United States, 75215
Project Manager/Sr Project Manager, Customer Experience - Accessibility
Posting Start Date: 1/5/26
Location: DFW Headquarters Building 8 (DFW-SV08)
Cities: Dallas – TX
Requisition ID: 83092
This job will continue to be posted until at least 1/12/2026. If interested, please apply prior to this date.
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 The role is a part of the Customer Care Support and Accessibility team within our Airport Excellence group. On the Customer Accessibility team, you will take a key leadership role in ensuring American delivers on an industry‑leading Accessible experience. This position will oversee the successful implementation of a cohesive Accessibility strategy across the organization, requiring the ability to build strong relationships with both internal and external stakeholders.
What you’ll do
Serves as Project Manager for ongoing and new accessibility initiatives
Advocates for the Accessible Customer throughout the entire enterprise, driving visibility and awareness
Represents American Airlines on working groups related to accessibility efforts
Builds productive relationships with operational leaders to ensure we deliver strong performance on Accessibility related metrics including Wheelchair MBR
Has in depth knowledge of disability regulations, including the U.S. Department of Transportation’s (DOT) Air Carrier Access Act (ACAA), to ensure American’s compliance and provide consultation where needed
Leads and provides project management of Airport/Reservations automation enhancements and training for the system with emphasis on continuous improvement of the customer experience and accessibility
All you’ll need for success
Minimum Qualifications – Education & Prior Job Experience
Bachelor’s Degree in Business, or equivalent project management experience/training
Project management experience/training
3 years experience in Airports and/or Reservations environment
Experience with airline and customer policy/procedure analysis and development
Preferred Qualifications – Education & Prior Job Experience
Experience leveraging generative AI to optimize policy documentation and delivery while improving customer and employee procedures
Skills, Licenses & Certifications
Knowledge of Native Sabre, AACoRN, QIK Res, Word, Excel
Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc
Knowledge of cultural diversity and awareness around global interaction
Knowledge of business unit functions and cross‑group relationships
Knowledge of process and business of Airports and/or Reservations with background in varied specialized departments
Knowledge of business processes
Negotiating and consensus‑building skills
Strong project management skills
Strong organizational, planning, and analytical skills
Strong interpersonal skills combined with strong presentation skills
Ability to have a high degree of initiative and motivation
Ability to build alliances and reach effective solutions across multiple departments within American and with other partner airlines
Ability to demonstrate collaborative work experience
Ability to manage multiple projects simultaneously
Project Management certification
Using analytics to drive continuous improvement, and enable data‑informed decision‑making
What you’ll get
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
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 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.
Cities: Dallas – TX Requisition ID: 83092
Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. We support and obey laws that prohibit discrimination everywhere we do business. American Airlines, Inc fully considers all qualified applicants including those with a criminal history. ©2025, American Airlines, Inc. We are excited you’re interested in beginning your career journey with us. All applications will only be submitted through this site, and we will never require payment at any time during the application process.
#J-18808-Ljbffr
This job will continue to be posted until at least 1/12/2026. If interested, please apply prior to this date.
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 The role is a part of the Customer Care Support and Accessibility team within our Airport Excellence group. On the Customer Accessibility team, you will take a key leadership role in ensuring American delivers on an industry‑leading Accessible experience. This position will oversee the successful implementation of a cohesive Accessibility strategy across the organization, requiring the ability to build strong relationships with both internal and external stakeholders.
What you’ll do
Serves as Project Manager for ongoing and new accessibility initiatives
Advocates for the Accessible Customer throughout the entire enterprise, driving visibility and awareness
Represents American Airlines on working groups related to accessibility efforts
Builds productive relationships with operational leaders to ensure we deliver strong performance on Accessibility related metrics including Wheelchair MBR
Has in depth knowledge of disability regulations, including the U.S. Department of Transportation’s (DOT) Air Carrier Access Act (ACAA), to ensure American’s compliance and provide consultation where needed
Leads and provides project management of Airport/Reservations automation enhancements and training for the system with emphasis on continuous improvement of the customer experience and accessibility
All you’ll need for success
Minimum Qualifications – Education & Prior Job Experience
Bachelor’s Degree in Business, or equivalent project management experience/training
Project management experience/training
3 years experience in Airports and/or Reservations environment
Experience with airline and customer policy/procedure analysis and development
Preferred Qualifications – Education & Prior Job Experience
Experience leveraging generative AI to optimize policy documentation and delivery while improving customer and employee procedures
Skills, Licenses & Certifications
Knowledge of Native Sabre, AACoRN, QIK Res, Word, Excel
Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc
Knowledge of cultural diversity and awareness around global interaction
Knowledge of business unit functions and cross‑group relationships
Knowledge of process and business of Airports and/or Reservations with background in varied specialized departments
Knowledge of business processes
Negotiating and consensus‑building skills
Strong project management skills
Strong organizational, planning, and analytical skills
Strong interpersonal skills combined with strong presentation skills
Ability to have a high degree of initiative and motivation
Ability to build alliances and reach effective solutions across multiple departments within American and with other partner airlines
Ability to demonstrate collaborative work experience
Ability to manage multiple projects simultaneously
Project Management certification
Using analytics to drive continuous improvement, and enable data‑informed decision‑making
What you’ll get
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
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 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.
Cities: Dallas – TX Requisition ID: 83092
Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. We support and obey laws that prohibit discrimination everywhere we do business. American Airlines, Inc fully considers all qualified applicants including those with a criminal history. ©2025, American Airlines, Inc. We are excited you’re interested in beginning your career journey with us. All applications will only be submitted through this site, and we will never require payment at any time during the application process.
#J-18808-Ljbffr