Manager​/Sr Manager, Revenue Management Continuous Improvement & Innovation Strategy

Manager/Sr Manager, Revenue Management Continuous Improvement & Innovation Strategy

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Location
: DFW Headquarters Building 8 (DFW-SV08)
Cities
:
Fort Worth - TX
Requisition : 88254

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 a member of the Strategy and Continuous Improvement team within the Customer and Operational Excellence Division. Responsible for leading a team that works with organizational leadership and operationally focused teams to understand and improve processes and designs.

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.

• Leads a team of analysts who specialize in process improvement and customer journey enhancement while working cross-functionally with all groups within the airports and contact centers, as well as with Finance and Loyalty, among others.
• Oversees concurrent, diverse and time-sensitive projects from inception to completion in various areas, including, but not limited to, domestic reservations, international reservations, and service recovery
• Leveragess knowledge of continuous improvement tools and methodologies to drive process improvement
• Works collaboratively with cross-functional groups to create comprehensive strategies and solutions
• Uses advanced data analysis to support and justify projects and proposals
• Builds relationships with business owners at all levels within operations and customer teams
• Provide a team of analysts with structure, support, and most importantly, care
• Must be willing to travel when needed for business (up to 20%)

• Bachelor's degree in relevant field or equivalent experience/training
• 5 years work experience, preferably in industrial engineering, operations, operational experience, or related airline field
• 3 years of experience formally or informally leading process improvement teams
• Experience working with and presenting to senior leadership

• Graduate degree, MBA, or other advanced certification (i.e., Master Black Belt)
• Airport and/or Contact center knowledge (Reservations and/or Service Recovery).
• Experience developing and tracking customer journey enhancements
• Experience implementing AI solutions into workflows

• Lean Six Sigma
• Ability to lead teams and influence decisions
• Strong statistical analysis, data modeling, and presentation development and delivery skills
• Ability to lead a team on projects that impact multiple business units
• Strategic mindset with a demonstrated aptitude for understanding the business, working with data, and solving problems creatively
• Effective leadership skills with the ability to communicate expectations, motivate team members, provide feedback, delegate tasks and promote career growth of direct report(s)
• Advanced experience with Excel and PowerPoint presentation development
• Self-motivated individual…