American Airlines
Coordinator, Customer Experience Policy and Procedure
American Airlines, Dallas, Texas, United States, 75215
Coordinator, Customer Experience Policy and Procedure
Posting Start Date: 1/7/26
Location: DFW Headquarters Building 8 (DFW-SV08)
Cities: Dallas - TX
Requisition ID: 83116
Job will continue to be posted until at least 1/14/2026. 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 Policy & Procedure Content Coordinator is responsible for developing, maintaining, and enhancing departmental policies and procedures to ensure operational excellence and compliance. This role serves as a key liaison between Customer Relations and other business units, representing the department’s perspective in strategic discussions and ensuring accurate documentation of processes.
What you’ll do
Maintain and update CR Reference tools, SharePoint page permissions, revision logs
Review and process P&P Inquiry submissions; maintain inquiry tools
Attend meetings to represent the voice of Customer Relations and provide subject matter expertise
Capture and communicate meeting outcomes, identifying potential updates to policies and procedures
Draft, edit, and maintain Customer Relations policy and procedure documentation to ensure clarity, accuracy, and alignment with organizational standards
Review and revise departmental policies and procedures to reflect evolving business needs and regulatory requirements
Support IT-related troubleshooting for CR Reference and Advocate tools
Collaborate with internal stakeholders to ensure consistent application of policies across the organization
Maintain exceptional attention to detail and demonstrate superior written communication skills in all deliverables
Minimum Qualifications- Education & Prior Job Experience
Prior experience in Customer Relations or a related function.
Experience with Advocate, CR Reference, and travel credit processes.
Preferred Qualifications- Education & Prior Job Experience
Strong understanding of Customer Relations operations and workflows.
Proven ability to manage multiple priorities and deliver high-quality documentation under tight deadlines.
Skills, Licenses & Certifications
Excellent organizational, analytical, and communication skills.
Ability to work independently and collaboratively in a fast-paced environment.
Knowledge of Microsoft Office to include Word, Excel, Power Point, Outlook, SharePoint.
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.
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.
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
Posting Start Date: 1/7/26
Location: DFW Headquarters Building 8 (DFW-SV08)
Cities: Dallas - TX
Requisition ID: 83116
Job will continue to be posted until at least 1/14/2026. 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 Policy & Procedure Content Coordinator is responsible for developing, maintaining, and enhancing departmental policies and procedures to ensure operational excellence and compliance. This role serves as a key liaison between Customer Relations and other business units, representing the department’s perspective in strategic discussions and ensuring accurate documentation of processes.
What you’ll do
Maintain and update CR Reference tools, SharePoint page permissions, revision logs
Review and process P&P Inquiry submissions; maintain inquiry tools
Attend meetings to represent the voice of Customer Relations and provide subject matter expertise
Capture and communicate meeting outcomes, identifying potential updates to policies and procedures
Draft, edit, and maintain Customer Relations policy and procedure documentation to ensure clarity, accuracy, and alignment with organizational standards
Review and revise departmental policies and procedures to reflect evolving business needs and regulatory requirements
Support IT-related troubleshooting for CR Reference and Advocate tools
Collaborate with internal stakeholders to ensure consistent application of policies across the organization
Maintain exceptional attention to detail and demonstrate superior written communication skills in all deliverables
Minimum Qualifications- Education & Prior Job Experience
Prior experience in Customer Relations or a related function.
Experience with Advocate, CR Reference, and travel credit processes.
Preferred Qualifications- Education & Prior Job Experience
Strong understanding of Customer Relations operations and workflows.
Proven ability to manage multiple priorities and deliver high-quality documentation under tight deadlines.
Skills, Licenses & Certifications
Excellent organizational, analytical, and communication skills.
Ability to work independently and collaboratively in a fast-paced environment.
Knowledge of Microsoft Office to include Word, Excel, Power Point, Outlook, SharePoint.
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.
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.
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