Senior Manager, Operations Strategy & Customer Experience

American Airlines; Fort Worth, Northern (TX, KY); Hybrid; USD 130,000 - 210,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k) program

Other benefits

Job summary

American Airlines in Fort Worth, TX seeks a Senior Manager of Operations Strategic Planning to lead cross-functional initiatives driving customer experience and contact center performance. You will manage a 10+ person team, shape budgets and staffing models, and partner with Finance and technology groups to advance the future vision of Reservations, Service Recovery and Contact Center Tech.

The role requires strategic thinking, strong leadership, and ability to influence senior leadership.

Qualifications

• Bachelor's degree in relevant field or equivalent experience/training.
• 7 years related work experience.
• 5 years of prior managerial experience.
• Experience working on strategic initiatives, seeing projects through from vision through implementation.
• Master's degree preferred.
• Advanced experience with Excel modeling.
• Contact center knowledge and understanding of staffing strategies.
• Experience presenting to senior leadership.
• Experience with budget and forecast process at American.

Responsibilities

• Lead strategic direction and large-scale ad hoc projects for customer experience and contact centers.
• Lead a team of 10+ analysts across functions to drive profitability and performance.
• Guide analysts in forecasting call/case volume and staffing models.
• Partner with Finance to develop budgets, forecasts and staffing plans.
• Own and manage strategic projects for Reservations, Service Recovery and Contact Center Tech.
• Evaluate processes and recommend improvements for efficiency and CX.
• Build relationships with business owners and drive action plans.
• Create presentations and present to senior leadership.
• Set department strategy and prioritize cross-department initiatives.

Skills

Leadership

Strategic thinking

Communication

Problem solving

Presentation skills

Cross-functional collaboration

Team development

Education

Bachelor's degree or equivalent experience

Master's degree preferred

Tools

Excel

PowerPoint

Job description

American Airlines in Fort Worth, TX seeks a Senior Manager of Operations Strategic Planning to lead cross-functional initiatives driving customer experience and contact center performance. You will manage a 10+ person team, shape budgets and staffing models, and partner with Finance and technology groups to advance the future vision of Reservations, Service Recovery and Contact Center Tech.

The role requires strategic thinking, strong leadership, and ability to influence senior leadership.