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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 job is a member of the Contact Center - Reporting and Analytics Team within the Customer Operations and Excellence organization.

+ Responsible for ensuring that leaders, through the Customer Experience, Reservations and Service Recovery organization, have access to the data that they need.

+ Ensures that data is available to support tracking of KPIs and development of new programs, tools, and processes. Develops dashboards and reports that drive strategic decision making, and improved employee performance tracking. Leverages Advanced Analytics (AI and ML) to make smarter decisions that lead to improved customer satisfaction and revenue outcomes.

What you'll do

+ Leads and develops a team of Analysts responsible for reporting and analytics over a range of Contact Centers – Reservations, Customer Relations, Central Baggage, Social Media, System Support, Day of Departure, and AAdvantage Customer Service.

+ Develops and expands the technical capabilities of Analysts in the area of data/analytics engineering and data visualization.

+ Executes the strategic data vision for Contact Center analytics, ensuring that data is captured and curated into highly useful data objects that simplify reporting and advanced analytics.

+ Defines technical specifications for data objects that will be reusable and simplify ad-hoc requests and simple reporting.

+ Builds relationships with business leaders at all levels across Contact Centers to understand the reporting and analytics necessary to manage their business most effectively.

+ Develops and leverages machine learning and artificial intelligence models to improve business outcomes – increased revenue, increased customer satisfaction, lower handle time, lower attrition, etc.

+ Expands Data Literacy across the Contact Center organization. Develops curriculum to ensure a common data language and ensure users can interact with data across a range of skill levels.

+ Participates in corporate Data Governance initiatives, ensuring data is properly governed and catalogued. Develop data stewards and oversee data access polices for owned data objects.

+ Must be willing to travel for business when needed.

+ Must be willing to occasionally work outside of normal business hours for business needs.

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

+ Bachelors Degree in Engineering, Business, Statistics, or a related technical discipline

+ Demonstrated experience with large data sets and data visualization

+ 5 years of experience in an analytical role supporting senior leadership positions

+ 5 years of experience using SQL, Scripting Languages (e.g. SAS, Python, R), and Data Visualization Tools (e.g. PowerBI, Tableau, Qlik)

Preferred Qualifications- Education & Prior Job Experience

+ Advanced degree in Engineering, Business, Statistics, or a related technical discipline

+ 5 years of reporting and analytical insight generation using SQL, Python, Spark, and Tableau

+ Experience with Databricks and working with data in the cloud (e.g. AWS, GCP), preferably Microsoft Azure

+ Experience in attracting, selecting, developing, and motivating individuals who can work as a team to meet deliverables and quickly overcome obstacles

+ Functional knowledge of the following subject areas: Contact Centers, SABRE PNR/VCR, and Ancillary Sales

+ Tableau Desktop Certified Professional

+ INFORMS Certified Analytics Professional

+ Microsoft Certification in Azure Fundamentals and Azure Data Fundamentals

Skills, Licenses & Certifications

+ Ability to build strong relationships with internal customers at all levels, IT counterparts and external organizations

+ Advanced knowledge of leveraging Python and SQL for data manipulation, as well as Tableau for data visualization

+ Ability to perform in a fast paced environment while maintaining a professional and effective approach in high stress situations

+ Ability to meet deadlines, handle multiple projects, and conduct meetings/presentations

Language/Communication Skills

+ Ability to effectively communicate both verbally and in writing with all levels within the organization

+ Physical ability necessary to safely and successfully perform the essential functions of the position, with or without any legally required reasonable accommodations that do not pose an undue hardship. _Note: If the Company has reason to question an employee’s physical ability to safely and/or successfully perform the position’s essential job functions, the HR team generally will engage in an interactive process to determine whether a reasonable accommodation is appropriate. HR (working with the operation) ordinarily first speaks with the team member directly and they mutually identify the physical demands of the job that are or may be impacted by the employee’s obvious or known condition. Then, if necessary, HR would request medical documentation from the team member’s treating physician or others to confirm the employee’s ability to perform those essential job functions safely and successfully._

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.

Competencies

Caring

Collaboration

Development

Results

Future

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.