Director of AI-Driven Service Recovery

American Airlines; Fort Worth (TX); On-site; USD 130,000 - 210,000; Full time

Benefits offered by this job

Travel Perks

Health Benefits

Wellness Programs

401(k) Program

Additional Benefits

Job summary

American Airlines in Fort Worth, TX is seeking a Director of Service Recovery to shape proactive, customer-centric recovery strategies and guide a team of professionals in delivering high-quality responses. You will drive AI-enabled initiatives, partner with cross-functional teams, manage budgets, and develop plans to reduce complaints while improving satisfaction and loyalty.

This role offers the opportunity to influence enterprise-wide service standards and leverage new technologies to meet

Qualifications

• Bachelor’s degree in Business Administration, Management, a related field, or equivalent work experience.
• 7 years of progressive leadership experience, including leading multi-level teams and frontline employees in the global contact center space.
• 7 years of business, operational, and financial experience with proficiency in assessing business requirements and developing teams; demonstrated budget management experience.

Responsibilities

• Lead the strategic integration of advanced technologies (including AI and automation) into service recovery processes, ensuring solutions are customer-centric and operationally sound
• Partner with cross-functional teams to evaluate and implement emerging platforms that enhance recovery capabilities
• Manage the team responding to customer feedback received by phone, email, chat, and social media
• Serve as the executive escalation contact responsible for providing prompt internal feedback and customer responses, as well as driving process improvement
• Support the implementation and improvement of service recovery processes, policies, and practices to enhance customer-centricity within the department
• Guide Service Recovery team members, fostering operational excellence and accountability in daily activities
• Focus on enhancing customer experience by ensuring efficient, high-quality responses to service recovery issues
• Advocate for customer service initiatives based on direct customer feedback and collaborate with teams to drive incremental improvements
• Contribute to the development and execution of departmental plans to help to predict, prevent, and reduce customer complaints and contact volumes, supporting overall satisfaction and loyalty goals
• Assist in managing budgets and resource allocation for service recovery and call center operations, ensuring efficient use of resources
• Prepare and deliver data-driven presentations to support departmental initiatives and service excellence efforts

Skills

Leadership

Budgeting

Data analysis

Customer service

Strategic thinking

Education

Bachelor's degree in Business Administration or related

MBA

Tools

AI tools

Automation tools

CRM systems

Job description

American Airlines in Fort Worth, TX is seeking a Director of Service Recovery to shape proactive, customer-centric recovery strategies and guide a team of professionals in delivering high-quality responses. You will drive AI-enabled initiatives, partner with cross-functional teams, manage budgets, and develop plans to reduce complaints while improving satisfaction and loyalty.

This role offers the opportunity to influence enterprise-wide service standards and leverage new technologies to meet