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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 job

+ This role is part of the Digital Customer Experience Team within the Customer Division.

+ Responsible for differentiating American as an industry leader in the Shop & Buy booking product. Will delve into technical topics, produce data backed analysis, create strategies to meet objective-based outcomes, and present to various levels of leadership. Leads a team to define and deliver the foundation of American’s digital booking strategy, as well as, has accountability in developing the team professionally and supporting them in overcoming obstacles.

What you'll do

+ Leads and influences a highly dynamic and multi-disciplinary team to create a best-in-class booking experience while meeting business objectives

+ Leads creation and drives accountability with the team for Objectives and Key Results (OKRs) and business / customer outcomes that define success; continuously challenge them to measure, adjust, and refine those goals and communicating them to get alignment

+ Builds on knowledge and experience to create a vision for the future direction of the Shop & Buy product and digital programs

+ Represents the Shop & Buy product in a variety of forums and be comfortable speaking to both technical and business topics to recommend strategic directives to varying levels of leadership

+ Develops and advocates for booking strategies and features to drive goals and objectives while ensuring experiences align with product vision and consider the holistic customer experience

+ Creates buy-in from peers and leaders to drive towards a defined direction, establish influence within peer group, serve as a mentor/role model, hold team members accountable for deliverables and growth

+ Collaborates and negotiates with commercial stakeholders to gain alignment on benefits of resolving technical debt system enhancements and other technology-driven initiatives

+ Develops an in-depth understanding of the competitive marketplace, identify gaps, and discover opportunities to enhance the customer experience

+ Translates business strategies and customer needs into actionable roadmap items based on data-driven decisions

+ Focuses on outcomes—identifying key metrics and continuously measuring and iterating to improve the product

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

+ Bachelor’s degree in relevant field or equivalent experience/training

+ Understanding of how American’s systems interact with each other (i.e. Sabre, ITA, payment services, etc.)

+ 5 years relevant work experience, preferably in e-commerce

Preferred Qualifications- Education & Prior Job Experience

+ MBA or master’s degree in related field

+ Experience using Agile methodology and other SDLC techniques to develop and deliver software

+ Experience working in a product model or delivery transformation

+ Knowledge in the payment processing sector

+ Travel/airline experience

Skills, Licenses & Certifications

+ Strong interpersonal skills that create an environment of trust and encourage partnerships within the team and across the organization

+ Comfort with ambiguity and ability to manage and mitigate conflict

+ Thorough knowledge and understanding of back-end technical systems powering digital platforms

+ Well organized, able to multi-task and prioritize with minimal direction and competing deadlines

+ Ability to quickly absorb technical concepts and communicate them to a non-technical audience

+ Ability to solve and lead others in solving complex challenges with a data centric and customer first approach

What you'll get

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 accounts and more.

+ Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.

+ 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.

+ Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

Feel free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.

EQUAL EMPLOYMENT OPPORTUNITY/ AFFIRMATIVE ACTION POLICY

American Airlines maintains a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled veteran or other protected veteran, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, the following employment decisions and practices: hiring; upgrading; promotions; demotions or transfers; layoffs; recalls; terminations; rates of pay or other forms of compensation; selection for training, including apprenticeship; and recruitment or recruitment advertising.