Senior Manager of Customer Experience
2 weeks ago
We are seeking a highly skilled and experienced Senior Manager of Customer Experience to join our team at American Airlines. As a key member of our Customer Experience Organization, you will be responsible for leading the strategic development and execution of customer and team member technology products that align with high-level organizational goals.
Key Responsibilities- Define and communicate vision and strategy for customer and team member technology products
- Set and review product objectives and key results in alignment with company priorities and goals
- Drive accountability through data-driven decision making
- Provide on-site support for product launches and enhancements
- Act as ambassador for products by interfacing with leaders and stakeholders at all levels and serving as the primary contact for queries related to the product
- Inspire and motivate the development teams to deliver innovative solutions with an appropriate sense of urgency
- Stay informed of competitive and industry developments
- Work with external vendors and regulatory agencies to ensure 3rd party development meets business requirements
- Partner with legal and procurement teams to negotiate contracts with vendors, where needed
- Develop skill and career building plans with direct reports
- Bachelor's and/or master's degree in a relevant field, or equivalent experience and/or training
- 7+ years of people leadership experience in product and project management
- 4+ years of airline or transportation industry experience
As a valued member of our team, you will have access to a range of benefits, including:
- Travel Perks: Enjoy travel opportunities and discounts on flights, hotels, and other travel-related expenses
- Health Benefits: Comprehensive health, dental, and vision benefits, as well as flexible spending accounts and virtual doctor visits
- Wellness Programs: Access to wellness programs and resources to support your physical and mental well-being
- 401(k) Program: Employer contributions to your 401(k) program after one year of service
- Additional Benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more
At American Airlines, we are committed to creating an inclusive and diverse work environment that values and respects the contributions of all team members. Our 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.
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