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Director, Customer Experience Innovation

Location: Fort Worth, TX
Job # 11746600
Date Posted: 12-20-2018
Lead product teams to continuously improve the experience of our customers and frontline team members in Airports, Reservations, and Service Recovery. Drive innovative technology improvements across the customer experience, working closely with IT colleagues on American’s delivery transformation efforts. Advocate on behalf of our customers and frontline team members across the enterprise to drive innovative technologies and deliver new products and services.
 
Principal Duties and Responsibilities:
  • Act as platform/portfolio owner for multiple areas of the customer journey (Airport Check-in and Bag Drop, Boarding and Gates, IROPS Handling, Customer Relations, and Central Baggage Resolution)
  • Determine objectives and key results for these key areas and drive for achievement and continuous improvement
  • Define the ideal day of travel airport experience for customers and team members, and establish a 3-5 year roadmap to accomplish
  • Partner with operational and commercial groups across the airline to improve both our operation and customer experience
  • Champion delivery transformation efforts, in partnership with IT
  • Develop capabilities of a large team through coaching, counseling, and providing growth opportunities
  • Create a culture which fosters a professional workplace, strong work ethic, and company pride
Qualifications
  • Undergraduate degree required, preferably in Business Administration, or equivalent experience/training
  • At least 5 years’ experience in a leadership role overseeing a large workgroup with cross-functional teams, strategic planning, and project delivery
  • Extensive experience managing and implementing large, complex technology projects
  • Strong problem solving, negotiation, and critical thinking ability
  • Track record of leading innovative solutions and process improvements
  • Exceptional leadership and decision-making skills
  • Excellent verbal and written communication skills
  • Ability to effectively communicate and partner with colleagues at all levels of the organization
  • Demonstrated ability to perform both independently and as a team member, handle multiple assignments, complete projects on time and perform under pressure and respond to changing priorities
  • Believes in and promotes the American Airlines five leadership attributes:
    • Caring – we care about all team members
    • Collaboration – We succeed as a team
    • Development – We build future leaders
    • Results – We drive to be the best
    • Future – We continually challenge the status quo

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Gyna M. Bivens
President & Executive Director
North Texas LEAD

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