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 Managing Director of Global Service Recovery will lead the continued strategic transformation of Service Recovery at American, placing a strong emphasis on achieving first contact resolution. This role will also champion initiatives that enhance the customer experience and elevate the quality of our responses, ensuring that service improvements balance both effectiveness and efficiency. In addition to refining internal operations, the Managing Director will collaborate across the organization to proactively minimize the necessity for Service Recovery wherever possible, while streamlining and optimizing the remaining scenarios requiring intervention.
What you'll do
As noted above, 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.
-Design and implement forward-thinking processes, policies, and practices that position the company as a leader in proactive and customer-centric service recovery.
-Lead and inspire 300+ Service Recovery team members ensuring operational excellence across all touchpoints.
-Maintain a relentless focus on enhancing the customer experience by balancing efficiency with the quality and effectiveness of all responses.
-Champion customer service initiatives informed by direct customer feedback, leveraging insights to drive meaningful improvements.
-Develop and execute strategic plans aimed at reducing customer complaints and contact volumes, while elevating overall satisfaction and loyalty.
-Establish robust systems for capturing, analyzing, and acting on customer feedback and call center metrics to enable continuous improvement and address recurring challenges.
-Oversee budgets and resource allocation for customer service and call center operations, ensuring financial stewardship and optimal utilization of resources.
-Evaluate and recommend automation tools and technologies that enhance operational efficiency, reduce costs, and enrich the customer experience.
-Create and deliver impactful, data-driven presentations that support organizational change and service excellence.
-Set the vision and strategic direction for the Service Recovery organization, aligning teams around a customer-first philosophy.
-Inspire, develop, and hold accountable high-performing teams dedicated to providing an effortless experience for customers and employees, as measured by objective KPIs.
-Utilize analytical rigor to identify, prioritize, and implement initiatives and tactics that advance Service Recovery objectives.
-Drive superior customer service to establish American Airlines as an industry leader in service recovery.
-Demonstrate visionary leadership that bridges current needs with future innovations in service recovery.
-Provide thought leadership and expertise in process improvement, including documentation and prioritization of business requirements for system enhancements and new implementations.
-Motivate, support, and hold Service Recovery staff accountable for delivering outstanding customer service and achieving performance goals.
-Drive team performance through ongoing measurement, feedback, coaching, and recognition, using customer surveys and quality metrics as benchmarks for success.
-Assess and optimize resource allocation to ensure efficient operations, exceptional service levels, and organizational growth.
-Design, review, and enhance reporting and customer scorecards to ensure clarity, meaningful insights, and actionable outcomes.
All you'll need for success
Minimum Qualifications- Education & Prior Job Experience
-Bachelor’s degree in Business Administration, Management, relevant field or equivalent work experience
-10 years of progressive leadership experience, including leading multi-level teams and frontline employees
-10 years of business, operational, and financial experience with proficiency in assessing business requirements and developing teams; demonstrated budget management experience
Preferred Qualifications- Education & Prior Job Experience
-Advanced degree
Skills, Licenses & Certifications
-Demonstrates the highest standards or personal ethics and integrity
-Ability to be an action-oriented, process and results-driven leader, with a natural aptitude for engaging employees across multiple workgroups, as well as advocating and managing change
-Ability to inspire new concepts and ideas that lead to a visionary and future-oriented mindset for the team
-Demonstrated ability to deliver results while simultaneously managing multiple priorities and projects
-Demonstrated expertise in process improvement
-Demonstrated ability to quickly analyze data and make decisions in the best interests of the company
-Strong strategic problem-solving skills with a proven track record of exercising initiative, judgment, and discretion.
-Ability to translate data and metrics into measurable recommendations.
-Highly collaborative and diplomatic; curious, patient, open and honest; able to develop strong working relationships across matrixed teams
-Ability to bring people together to build and execute clear business plans.
-Proven ability to influence cross-functional teams with exceptional relationship-building skills demonstrated by the ability to grow and nurture relationships.
-Proven ability to navigate business intelligence tools like Tableau, Power BI, MicroStrategy, or others
-Strong decision-making and organizational skills, with the ability to optimize the use of all available resources and deliver on multiple priorities
-Ability to influence others through outstanding interpersonal skills, collaboration, and negotiation skills
-Ability to think strategically and use sound judgment and initiative in making decisions
-Ability to build and facilitate relationships at all levels of the organization, both internally and externally
-Ability to productively and proactively adjust to dynamic situations
-Excellent verbal and written communication skills, with the ability to effectively and clearly communicate a strategic and tactical vision to all levels within the organization, as well as with external agencies and business partners
-Proficient in Microsoft Word, Excel, Outlook, Access and other Company systems, as needed
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.
