Senior Manager, Global Reservations & Customer Experience

American Airlines; Fort Worth (TX); On-site; USD 120,000 - 180,000; 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 is seeking a Senior Manager, Global Reservations to drive world-class customer experiences and operational excellence across our Reservations network. You will lead through managers and frontline leaders, shaping strategy and translating it into executable plans while partnering across functions to close gaps.

The role emphasizes developing leadership capability, maintaining high standards of service, and delivering measurable outcomes in a fast-paced, complex

Qualifications

• Bachelor’s degree or equivalent with 7+ years of leadership experience.
• Proven experience leading multi-layer teams through managers.
• Experience as a leader of leaders with accountability for results.

Responsibilities

• Oversee operational performance across global reservation sites, ensuring strong service, quality, productivity, cost control, compliance, and customer outcomes.
• Direct and coordinate day‑to‑day operations through managers and frontline leaders.
• Use reports, trends, and customer insights to identify risks, constraints, and needed corrective actions.
• Set priorities, deadlines, and remove barriers to ensure consistent execution.
• Evaluate and improve procedures to strengthen efficiency, consistency, and customer experience.
• Manage budgets and cost drivers while identifying optimization opportunities.
• Lead, coach, and develop managers to build leadership capability and accountability.
• Champion a world‑class customer experience by using VOC/NPS and partnering cross‑functionally to close gaps.
• Translate strategy into executable operating plans and support cross‑functional initiatives and change efforts.

Skills

Leadership

Communication

Strategic thinking

People management

Operational excellence

Education

Bachelor’s degree or equivalent

Job description

American Airlines in Fort Worth is seeking a Senior Manager, Global Reservations to drive world-class customer experiences and operational excellence across our Reservations network. You will lead through managers and frontline leaders, shaping strategy and translating it into executable plans while partnering across functions to close gaps.

The role emphasizes developing leadership capability, maintaining high standards of service, and delivering measurable outcomes in a fast-paced, complex