Manager, Contact Center

Lensa is a career site that helps job seekers find great jobs in the US. We are not a staffing firm or agency. Lensa does not hire directly for these jobs, but promotes jobs on LinkedIn on behalf of its direct clients, recruitment ad agencies, and marketing partners. Lensa partners with DirectEmployers to promote this job for American Airlines. Clicking "Apply Now" or "Read more" on Lensa redirects you to the job board/employer site. Any information collected there is subject to their terms and privacy notice.

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

• Leads 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, including Customer Experience Innovation and Delivery, Reservations, Service Recovery, and Contact Center Technology, as well as with Finance and Loyalty, among others.
• Oversees concurrent, diverse and time-sensitive projects from inception to completion in various areas, including, but not limited to, domestic reservations, international reservations, and service recovery
• Leveragess knowledge of continuous improvement tools and methodologies to drive process improvement
• Works collaboratively with cross-functional groups to create comprehensive strategies and solutions
• Uses advanced data analysis to support and justify projects and proposals
• Builds 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 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 report(s)
• 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
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.

EQUAL EMPLOYMENT OPPORTUNITY/ AFFIRMATIVE ACTION POLICY

American Airlines maintains a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled veteran or other protected veteran, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, the following employment decisions and practices: hiring; upgrading; promotions; demotions or transfers; layoffs; recalls; terminations; rates of pay or other forms of compensation; selection for training, including apprenticeship; and recruitment or recruitment advertising.

If you have questions about this posting, please contact