Director, 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

Location:DFW Headquarters Building 8 (DFW-SV08)
Cities:Fort Worth - TX
Requisition ID:88621
This job will continue to be posted until at least October 9, 2026.

Job Description

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

The Director of Service Recovery provides strategic direction in the design and implementation of forward-thinking processes and policies to position the company as a leader in proactive, customer-centric service recovery. This role is not just about responding to issues; it’s about anticipating customer needs and leveraging emerging technologies, including AI, to deliver seamless, personalized recovery experiences.

You’ll oversee a team of Service Recovery professionals, focusing relentlessly on enhancing the customer experience, balancing operational efficiency with high-quality responses, and driving customer service initiatives based on direct feedback. This position will be responsible for developing and executing strategies to reduce complaints and contact volumes, elevate satisfaction and loyalty, and establish robust systems for continuous improvement.

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 itis deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

• 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

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• 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

Preferred Qualifications- Education & Prior Job Experience

• MBA or advanced degree in a relevant field
• Experience implementing AI, machine learning, or automation tools in customer service or operations

Skills, Licenses & Certifications

• Demonstrates the highest standards of personal ethics and integrity
• Ability to be an action-oriented, process and results-driven leader, with a natural aptitude for engaging employees across multiple workgroups, as well as advocating and managing change
• Ability to inspire new concepts and ideas that lead to a visionary and future-oriented mindset for the team
• Ability to translate data and metrics into measurable recommendations
• Highly collaborative and diplomatic; curious, patient, open and honest; able to develop strong working relationships across matrixed teams
• Ability to bring people together to build and execute clear business plans
• Strong decision-making and organizational skills, with the ability to optimize the use of all available resources and deliver on multiple priorities
• Ability to influence others through outstanding interpersonal skills, collaboration, and negotiation skills
• Ability to think strategically and use sound judgment and initiative in making decisions
• Ability to build and facilitate relationships at all levels of the organization, both internally and externally
• Ability to productively and proactively adjust to dynamic situations
• Excellent verbal and written communication skills, with the ability to effectively and clearly communicate a strategic and tactical vision to all levels within the organization, as well as with external agencies and business partners

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.