Coordinator, Customer Experience Product Support

American Airlines; Fort Worth (TX); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k) program

Discounts on hotels, cars, cruises and

Job summary

American Airlines is seeking a Coordinator for Customer Experience Product Support to drive defect triage, data-driven insights, and collaboration across product and IT teams in a fast-paced environment.

You will monitor issues, validate fixes with engineering, and support backlog prioritization while engaging with leadership and frontline teams to incorporate feedback into planning.

Qualifications

• Bachelor's degree in technology, business, aviation management, communications, or related fields, or equivalent experience.
• 2 years’ experience supporting business solutions or related analytical work.
• Knowledge of common software applications such as Word, Excel, PowerPoint, Teams, SharePoint, Rally, or other product and project tracking tools.
• Knowledge of basic data management and analysis including tools like Cognos, Mosaic, Tableau, etc.

Responsibilities

• Coordinate defect triage, intake, prioritization, and follow-through with product and IT teams.
• Monitor and communicate production issues, defects, and performance trends.
• Partner with engineering and product teams to validate fixes and support testing.
• Support product playbacks with an emphasis on OKRs.
• Conduct product meetings and prepare analysis reports for management and business owners.
• Provide ad-hoc research and quantitative analysis to inform backlog prioritization.
• Assist with user stories and product planning through feedback.
• Identify concerns, research solutions, and assist testing.
• Perform other duties as required.

Skills

Interpersonal skills

Analytical thinking

Data analysis

Cross-functional collaboration

Communication

Prioritization

Education

Bachelor's degree

Tools

Cognos

Mosaic

Tableau

Word

Excel

PowerPoint

Teams

SharePoint

Rally

Job description

Coordinator, Customer Experience Product Support

Need Accommodation Assistance?

Posting Start Date: 10/22/26
Location: DFW Headquarters Building 8 (DFW-SV08)
Cities: Fort Worth - TX
Requisition ID: 89042

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 position supports product teams and applications as a business analyst responsible for identifying project impact, sourcing and grooming data, tracking OKRs, and drawing meaningful conclusions from the analysis.
• This job is a member of the Customer Experience Innovation and Delivery within the Customer Experience Division.

What you'll do

• Serve as a primary coordinator for application defect triage, intake, prioritization, and follow-through withproduct and IT teams
• Monitor, track, and communicate production issues, defects, and system performance trends
• Partner with engineering and product teams to validate fixes, support testing, and ensure successfuldeployment of enhancements and bug resolutionsSupports product playbacks with an emphasis on OKRs
• Conducts product meetings; completes product tracking/analysis reports; reports to management andbusiness owners regarding product progress, issues, and risks
• Provides tactical support and ad-hoc research for product
• Provides quantitative analysis to inform product backlog prioritization
• Prepares value propositions and analysis in support of product prioritization
• Acts as a subject matter expert for products related to Irregular Operations and Service Recovery
• Partners with business, IT and leadership to facilitate product success
• Engages with frontline leaders and team members to solicit and incorporate feedback into product planning
• Supports product requirement definition and design through assisting with user stories and participating inretrospectives
• Identifies concerns, researches solutions and assists with testing
• Performs other duties as required

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor's degree in technology, business, aviation management, communications, or related fields, or equivalent experience
• 2 years’ experience supporting business solutions or related analytical work
• Knowledge of common software applications such as Word, Excel, PowerPoint, Teams, SharePoint, Rally, or other product and project tracking tools
• Knowledge of basic data management and analysis including tools like Cognos, Mosaic, Tableau, etc.

Preferred Qualifications- Education & Prior Job Experience

• 3 years of airline experience Ability to conceptualize, create and present analyses and strategies to all levels of leadership

Skills, Licenses & Certifications

• Ability to effectively interact with all levels of employees
• Ability to build strong consensus and achieve results as a team
• Ability to think critically/analytically and draw meaningful conclusions from large datasets
• Ability to work under pressure, prioritize projects, meet all deadlines, balance the big picture with the requisite details and maintain flexibility
• Knowledge of corporate policies and operational processes and procedures

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.

Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. We support and obey laws that prohibit discrimination everywhere we do business. American Airlines, Inc fully considers all qualified applicants including those with a criminal history. ©2025, American Airlines, Inc. We are excited you're interested in beginning your career journey with us. All applications will only be submitted through this site, and we will never require payment at any time during the application process.