Sr Manager, Digital Selling & Servicing

Job Description

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!

The job is part of the Digital Servicing Team within the Customer Experience Digital Transformation Organization, part of the Commercial Division.

Responsible to lead initiatives and products to continuously innovate and improve the digital servicing experience of our customers, listen to what customers need to pivot quickly and deliver value, drive data driven decisions across the organization and work closely with IT colleagues on American's delivery transformation efforts. Plays a critical role in collaborating with key stakeholders across Digital as well as partnering with Customer Experience, Finance Res, Airports, and Technology teams to lead the transformation of the American Airlines Digital platform, support our technology strategy, and ensure we work together to achieve the product key initiatives and goals.

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.

• Helps to set the vision and builds the strategy for the Digital Servicing Team
• Creates digital assets that are technology forward, nimble and allow for driving innovation with quicker delivery times
• Defines the product objectives and key results (OKRs) and supports the team in making data driven decisions towards meeting the OKRs
• Partners with RM, operational, commercial, and technology groups to innovate and transform the digital customer experience
• Leads large, complex initiatives for Digital and Customer Experience, develops product capabilities through coaching, empowering, and providing growth opportunities for Product Owners
• Drives greater self-service via digital assets to provide an improved customer experience and reduce servicing pressure on call centers and airports
• Creates a culture which fosters collaboration and continuous improvement through incorporating the delivery transformation principles
• Engages the team to constantly prioritize the backlog of opportunities, and to ideate and deliver on the business outcomes, champions delivery transformation process to continuously improve product quality, time to market, and team member satisfaction
• Engages the customer, team and the wider organization to show ongoing product value and success, and incorporates voice of the customer to improve the experience for our customers and improve LTR

Minimum Qualifications – Education & Prior Job Experience

• Bachelor's degree or equivalent experience/training
• 7+ years of relevant work experience
• 2+ years of experience in a product and/or technology leadership role
• Experience managing large technology transformation efforts to drive business outcomes

Preferred Qualifications – Education & Prior Job Experience

• Experience with digital technology
• Experience with airline technology
• Experience with product strategy and development
• Prior experience as Product Owner and/or Product Manager desired

Skills, Licenses, and Certifications

• Strong problem solving, negotiation, and critical thinking ability
• Demonstrated ability to perform both independently and as a leader, handle multiple assignments, and respond to changing priorities
• Excellent verbal and written communication skills
• Believes in and promotes the American Airlines five leadership attributes: caring, collaboration, development, results, future

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…