Analyst, Customer Care Policy and Procedure

American Airlines; Fort Worth (TX); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k)

Employee discounts

Job summary

American Airlines is seeking an Analyst for Customer Care Policy and Procedures to design airport agent work processes and develop customer-facing policies. You will work within the Airport Readiness group, collaborating with multiple teams and stakeholders to improve policies and procedures and support gate and ticket counter operations.

The role requires a Bachelor's degree (or equivalent) and 3+ years of relevant experience, with strong data analysis and communication skills.

Qualifications

• Bachelor's degree or equivalent experience required.
• 3+ years of relevant experience preferred.
• Strong communication and collaboration skills required.
• Experience with data analysis and presenting findings preferred.
• Proficiency with Microsoft Word, Excel, PowerPoint.

Responsibilities

• Act as Customer Care Policy and Procedures SME for supported products.
• Liaise with Customer Experience Delivery groups, Airport analysts and stakeholders.
• Provide product knowledge support to airport leadership and agents.
• Define and prioritize requirements with internal departments.
• Oversee projects from concept to implementation and track progress.
• Lead project meetings and report risks and issues to management.
• Guide project team with analytical support and direction.
• Coordinate field station preparedness and training support.
• Identify barriers requiring leadership intervention.

Skills

Communication skills

Project management

Data analysis

Presentation skills

Collaboration

Education

Bachelor's degree or equivalent experience

Tools

QIK CHK / SABRE

Job description

Analyst, Customer Care Policy and Procedure View Profile

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Posting Start Date: 10/14/26

Location: DFW Headquarters Building 8 (DFW-SV08)
Cities: Fort Worth - TX
Requisition ID: 88882
This job will continue to be posted until at least 10/21/2026. If interested, please apply prior to this date.

Intro

Are you ready to explore a world of possibilities, both at work and duringyour 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

• Have a key role in designing airport agent work processes and developing customer facing policies and procedures representing Customer Care and the Airport agent voice as we enhance policies and procedures, define Gate and Ticket counter optimization, Current and future applications and/or products that American Airlines deliver to the airports and our customers.
• This role may also include support work in such topics/areas as deemed appropriate as team managers, and operational responsibilities including travel and on-call rotations.
• The role is a part of the Customer Care Policy & Procedures (P&P) team within our Airport Readiness group.

What you'll do

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.

• Act as Customer Care Policy and Procedures primary point of contact and subject matter expert for products they support
• Liaise with other Customer Experience Delivery groups and Airport analysts and with business owner(s)/customer(s) and all other areas/individuals and business stakeholders, including training, IT, testers etc. affected by the project
• Supports our airport leadership and agents with through product knowledge and communication.
• Acts as resource to key internal departments to define and prioritize requirements
• Oversee all aspects of assigned projects from original concept through final implementation
• Utilizes project management tools and techniques to achieve project milestones in a timely manner
• Conducts project meetings; completes project tracking/analysis reports; reports to management and business owners regarding project progress, issues, and risks
• Provides task and analytical guidance to project team
• Coordinates field station preparedness and training support
• Identifies barriers/solutions requiring management intervention

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor's Degree or equivalent experience/training
• 3+ years of relevant experience

Preferred Qualifications- Education & Prior Job Experience

• 2 years preferred in Automation/technology/systems experience
• 2 years preferred in HDQ/analytical role
• International and/or regional experience
• Project Management experience
• Proven experience in data analysis and presentation skills
• Working knowledge of QIK CHK / SABRE
• Airport agent/CSM (gate and/or ATO) experience

Skills, Licenses & Certifications

• Ability to collaborate and communicate with all levels and personalities effectively
• Strong initiative and a drive for continuous improvements
• Adapts easily to changing priorities and direction
• Proficiency in Microsoft – Word, Excel, Powerpoint

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+ Team Member 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.

Cities:Fort Worth - TX
Requisition ID:88882

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