Analyst​/Sr Analyst, AAdvantage Operations

Analyst/Sr Analyst, AAdvantage Operations — Posting

Start Date:

6/5/26

Location: DFW Headquarters Building 8 (DFW-SV08)
Cities: Fort Worth - TX Requisition : 86069

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 role is part of the AAdvantage Operations team within the AAdvantage group. It is a versatile role supporting the in-market success of the AAdvantage loyalty program. This position leads cross‑functional coordination to enhance program performance, resolve member issues, and support strategic initiatives. The ideal candidate thrives in a fast‑paced environment, is passionate about customer loyalty, and excels at turning data into actionable solutions.

• Collaborate with teams across Customer Experience, Airport Operations, Premium Guest Services, Inflight Service, Contact Centers, and Policy to ensure consistent delivery of the AAdvantage experience.
• Identify trends, anomalies, and opportunities to improve program efficiency and member satisfaction.
• Support day‑to‑day operations of the AAdvantage program including promotions, point accrual/redemption, and member communications.
• Monitor program health and recommend enhancements based on data insights.
• Assist in documenting and optimizing operational processes and procedures.
• Provide analytical support for executive‑level member escalations, identifying root causes and recommending solutions.
• Partner with Customer Service and Reservations to evaluate service quality and implement improvements aligned with AAdvantage standards.
• Maintain a feedback loop across teams to drive continuous improvement in member experience.
• Support frontline education initiatives by providing insights and tools to enhance service delivery.
• Participate in customer focus groups and translate feedback into actionable program enhancements.
• Troubleshoot loyalty platform issues, data discrepancies, and member transaction errors.
• Work with IT and vendor partners to ensure system integrity and resolve bugs.
• Maintain documentation for data definitions, reporting standards, and system processes.
• Ensure operations comply with internal policies, regulatory requirements, and industry standards.
• Stay current on AAdvantage policies and act as a subject matter expert for internal teams.
• Analyze customer behavior, program performance, and operational trends using SQL, Excel, Tableau, Power BI, or similar tools.
• Build and maintain dashboards and recurring reports to monitor KPIs such as enrollment, engagement, redemption, escalation volume, and Net Promoter Score (NPS).

• Bachelor’s Degree or equivalent training/experience
• 3 years related work experience
• Knowledge of AAdvantage loyalty products and propositions as well as consumer behavior

• Master of Business Administration
• Previous experience in analytics, operations, customer experience, or loyalty program support.
• Proficiency in data tools (SQL, Excel, Tableau, Power BI).
• Passion for customer experience and continuous improvement.
• Proficiency in SQL, Excel, Tableau, Power BI, SABRE

• Identifying trends and insights from data
• Understanding loyalty program mechanics
• Process documentation and optimization
• Monitoring and improving program performance
• Root cause analysis for member issues
• Cross‑collaborations with other teams/departments
• Driving improvements in member satisfaction
• Supporting frontline education
• Translating customer feedback into program enhancements
• Troubleshooting platform and data issues
• Partnering with IT and vendors
• Maintaining system documentation
• Ensuring adherence to policies and regulations
• Acting as a subject matter expert on program rules

• Travel Perks: reach 365 destinations on more than 6,800 daily flights across our global network.
• Health…