Director - Customer Experience Digital Transformation at American Airlines

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

As a Director in the Digital Customer Experience group, you will be responsible for supporting Product Management across our loyalty, cobrand and partner product capabilities, driving execution while accelerating business value. You will lead a team of people and product managers, product owners, and product analysts who strive to create connected, meaningful, and personal digital experiences.

The successful candidate will work closely with IT, Loyalty, Cobrand, User Experience, Customer Experience, Marketing, Revenue Management, Sales, and other departments in developing product roadmaps and will be accountable for product objectives and key results that align to corporate strategy. His or her key responsibility will be in developing Talent that works with internal and external stakeholders to understand, prioritize, and define customer and business needs.

What you'll do

This list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced.  Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

• Lead the teams that set product vision and strategy across our loyalty, cobrand and partner product capabilities, and translate business and customer experience goals into product strategies and features
• Champion innovation and improvement of the business’ product, as well as the day-to-day product activities, in such a way that ensures that the product is resilient, accessible, and constantly growing to suit the consumers’ needs and provides the best results for the business
• Work across the Digital Customer Experience group to deliver product value, which includes collaborating with the digital product teams as well as the platform, UX, analytics, and optimization teams in order to drive and measure the right results
• Support Delivery Transformation and keep our teams focused on the importance of continued testing and learning that mitigates risk, supports continuous innovation and true collaboration that values designers and engineers, and motivates the team
• Hold teams accountable for Objectives and Key Results (OKRs) and business / customer outcomes that define success and challenges them to measure, adjust, and refine those goals and communicating them to get alignment
• Help ensure that our product teams are resourced, while ensuring the right resources are in place to execute on the roadmap and OKRs
• Advocate for the latest cloud, mobile, and software applications that are relevant to driving customer engagement, customer satisfaction, and revenue, thus making American a leader in travel technology applications
• Develop capabilities of the teams through coaching, counseling, and providing growth opportunities
• Create a culture which fosters a professional workplace, strong work ethic, and company pride

All you'll need for success

Minimum Qualifications – Education & Prior Job Experience

• Bachelor’s degree in a related field or equivalent experience/training
• 7 years of progressive leadership experience, overseeing large cross-functional teams

Preferred Qualifications – Education & Prior Job Experience 

• Previous commercial experience preferred

Skills, Licenses, and Certifications

• Demonstrates the highest standards of personal ethics and integrity
• Demonstrated track record of driving execution, including Product Planning, Customer Discovery, and Product Development process
• Experienced in collaborating with technologists using Agile, design thinking, or other expedited design and development methodologies
• Creative thinker with a high energy level, who is solutions and results-oriented, customer focused, and passionate about technology and American
• Sound knowledge of the Vision and Strategic setting process, as well as strong problem solving and critical thinking ability
• Ability to think strategically, negotiate skillfully, digest complex details, and use sound judgment and initiative in making decisions
• Strong skills in stakeholder management and internal evangelism, as well as proven ability to build and facilitate relationships at all levels of the organization, both internally and externally
• Exceptional leadership and decision-making skills
• Proven ability of identifying, recruiting, and developing talent
• Demonstrated ability to perform both independently and as a team member, handle multiple assignments, complete projects on time, perform under pressure, and respond to changing priorities
• Excellent communication, presentation, and interpersonal skills, with ability to handle complex topics comfortably and clearly communicate a strategic and tactical vision to all levels within the organization, as well as with external agencies and business partners

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.