American Airlines Careers 2024 – Contact Center Solutions Manager

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!

Job Responsibilities:

• Partners with operational, commercial and technology groups to innovate and transform both our team member and customer experience
• Engages the customer, team and the wider organization to show ongoing product value and success, and incorporates the voice of the customer to improve the experience for our customers and improve their likelihood to recommend American Airlines
• Influences the vision and sets the delivery strategy for our Contact Center technology platform and tools
• Creates a culture which fosters collaboration and continuous improvement through incorporating modern ways of working in a technology environment
• Acts as the Product Manager for the Contact Center Solutions product and leads large, complex platform technology initiatives for our contact centers
• Defines the product objectives and key results (OKRs) and supports the team in making data driven decisions that achieve our targeted business outcomes in the contact centers
• Develops product capabilities through coaching, empowering, and providing growth opportunities for Product Owners
• Engages the team to constantly prioritize the backlog of opportunities, ideate and deliver on the business outcomes, champion modern ways of working to continuously improve product quality, time to market, and team member satisfaction

Job Requirements:

• Ability to communicate multi-directional (peer to peer, to varying levels of leadership) for initiative strategy, progress toward stated goals and risks/issues
• Ability to achieve results in a constantly evolving environment, through influence, collaboration and communication at all levels of management
• Ability to lead teams with focus on American’s key leadership attributes of caring, collaboration, development of others, results and future-oriented mindset
• Excellent verbal and written communication skills
• 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
• Demonstrated focus on building and handling key relationships to help drive greater trust, credibility and business alignment

Qualification & Experience:

• At least 2 years’ experience transforming contact centers through large scale migration to Contact Center as a Service (CCaaS) solutions in the cloud
• Experience with airline technology
• Prior experience as Product Owner and/or Product Manager

Job Details:

Company: American Airlines

Vacancy Type:  Full Time

Job Location: Fort Worth, TX, US

Application Deadline: N/A

Apply Here

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