Sr Manager, Global Reservations

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 jobAs a Senior Manager, Global Reservations, you will play a critical role in delivering a world-class customer experience while driving day-to-day operational performance and helping to shape the strategic direction of Reservations across the global footprint. This role is accountable for delivering both exceptional customer outcomes and strong operational results intentionally blending direct operational accountability, leader-of-leaders responsibility, and enterprise-level strategic influence, with a clear mandate to elevate how customers experience American Airlines through every Reservations interaction.

You are responsible not only for what results are achieved, but how they are achieved—developing leaders who consistently deliver empathetic, efficient, and high quality customer experiences while translating strategy into disciplined execution t you'll do Oversee operational performance across global reservation sites, ensuring strong service, quality, productivity, cost control, compliance, and customer outcomes

Direct and coordinate day‑to‑day operations through managers and frontline leaders

Use reports, trends, and customer insights to identify risks, constraints, and needed corrective actions

Set priorities, deadlines, and remove barriers to ensure consistent execution

Evaluate and improve procedures to strengthen efficiency, consistency, and customer experience

Manage budgets and cost drivers while identifying optimization opportunities

Lead, coach, and develop managers to build leadership capability and accountability

Champion a world‑class customer experience by using VOC/NPS and partnering cross‑functionally to close gaps Translate strategy into executable operating plans and support cross‑functional initiatives and change efforts

All you'll need for success

Minimum Qualifications
- Education & Prior Job Experience
• Bachelor’s degree or equivalent experience/training
• 7+ years of related operational or leadership experience
• Demonstrated experience leading multi layered teams through managers and people leaders in a complex, fast paced environment
• Proven experience as a leader of leaders, with sustained responsibility for developing leadership capability and holding leaders accountable for results and behaviors

Preferred Qualifications
- Education & Prior Job Experience
• At least 5-years demonstrated experience effectively managing and motivating large teams
• Experience leading large, high volume, customer facing operations, including responsibility for performance across multiple teams, sites, or geographies
• Demonstrated success driving operational performance and customer experience outcomes at scale
• Proven ability to lead and execute through cross functional partnerships in a matrixed organization, influencing outcomes without direct authority
• Experience partnering closely with functions such as Strategy, Technology, Quality, Training, Policy, Legal, Finance, and People
• Demonstrated ownership of customer experience outcomes, leveraging customer insights, quality metrics, and feedback to drive continuous improvement
• Proven ability to lead through change, ambiguity, and transformation while maintaining operational stability and customer experience standards

Skills, Licenses & Certifications
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