Senior Manager, Digital Servicing & Growth

American Airlines; Fort Worth (TX); Hybrid; USD 160,000 - 260,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k) program

Employee discounts

Job summary

American Airlines is seeking a senior product/technology leader to drive the Digital Servicing Team within the Customer Experience Digital Transformation Organization. You will lead initiatives to innovate the digital customer experience, align with stakeholders across Digital, Finance, Airports, and Technology, and deliver measurable outcomes.

The role emphasizes vision, strategy, and strong collaboration, with responsibilities spanning product ownership, delivery transformation, and

Qualifications

• Bachelor's degree or equivalent experience/training.
• 7+ years of relevant work experience.
• 2+ years in a product and/or technology leadership role.
• Experience managing large technology transformation efforts to drive business outcomes.
• Experience with digital technology and airline technology is preferred.
• Prior experience as Product Owner and/or Product Manager is desirable.

Responsibilities

• Help set the vision and strategy for the Digital Servicing Team.
• Create digital assets that enable faster delivery and innovation.
• Define OKRs and drive data‑driven decisions to achieve them.
• Partner with RM, operations, commercial, and tech groups to transform the digital customer experience.
• Lead large initiatives and develop product capabilities through coaching and growth opportunities for Product Owners.
• Drive self‑service via digital assets to reduce servicing pressure on call centers and airports.
• Foster collaboration and continuous improvement through delivery transformation principles.
• Engage stakeholders to prioritize the backlog and deliver measurable business outcomes.

Skills

Problem solving

Negotiation

Critical thinking

Communication

Leadership values

Education

Bachelor's degree or equivalent experience/training

Job description

American Airlines is seeking a senior product/technology leader to drive the Digital Servicing Team within the Customer Experience Digital Transformation Organization. You will lead initiatives to innovate the digital customer experience, align with stakeholders across Digital, Finance, Airports, and Technology, and deliver measurable outcomes.

The role emphasizes vision, strategy, and strong collaboration, with responsibilities spanning product ownership, delivery transformation, and