Sr Manager, Operations Strategic Planning

Sr Manager, Operations Strategic Planning View Profile

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Location:

DFW Headquarters Building 8 (DFW-SV08)
Cities:
Fort Worth - TX

Requisition
This job will continue to be posted until at least 9/27/26.

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!

• This job is part of the Contact Center Strategy & Planning Team within the Customer Division, which is the epicenter of all Customer Experience strategic initiatives.
• Responsible for 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, Loyalty, Sales and Distribution, among others. A very dynamic role that explores the contact center world in search of opportunities for continuous improvement, growth plans, product development, delivery transformation, and recommendations that lead to a world-class customer experience.
  
  Works closely with business partners to ensure American is always one step ahead of a quickly evolving industry.

• Leads strategic direction and large-scale ad hoc projects for American’s customer experience and contact centers to make them best in class
• Leads a team of 10+ analysts in a variety of functions aimed at driving profitability, improving operational performance and enhancing the customer experience
• Provides guidance to analysts who conduct statistical and trend analyses to forecast call/case volume and other key metrics in order to accurately develop financial and staffing models
• Partners closely with Finance to develop budgets, financial forecasts and staffing models to support staffing needs and promote customer experience initiatives
• Owns and manages a variety of strategic and analytical projects to support the future vision of Reservations, Service Recovery and Contact Center Technology
• Evaluates existing business processes and analyzes/recommends solutions to increase work efficiency, operational performance and customer experience through technology, business process improvements and staffing adjustments
• Builds relationships with business owners at all levels within Customer Experience, Reservations and Service Recovery and develop action plans to overcome business challenges
• Creates presentations and frequently interacts with and presents to senior leadership
• Works with leadership to set the department strategy based on current and future company initiatives and prioritize projects which include cross-utilization within the department or with other departments

Minimum Qualifications
- Education & Prior Job Experience

• Bachelor's degree in relevant field or equivalent experience/training
• 7 years related work experience
• 5 years of prior managerial experience
• Experience working on strategic initiatives, seeing projects through from vision through implementation

Preferred Qualifications
- Education & Prior Job Experience

• Master's degree
• Advanced experience with Excel modeling
  Contact center knowledge (Reservations and/or Service Recovery) and understanding of contact center operations and staffing strategies
• Experience working with and presenting to senior leadership
• Experience with American's financial budget and forecast process

Skills, Licenses & Certifications

• Ability to…