Senior Policy & Procedures Analyst, Customer Care

American Airlines; Fort Worth (TX); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Travel Perks

Health Benefits

Wellness Programs

401(k) Program

Other Benefits

Job summary

American Airlines is seeking a Sr Analyst for Customer Care Policy and Procedure at the DFW HQ in Fort Worth, TX. You’ll develop, refine, and communicate policies to standardize the customer experience across airports, partnering with product, training, and operations to implement updates.

The role emphasizes leveraging AI and analytics to improve procedures, with responsibilities spanning travel readiness, on-call rotations, and cross-functional collaboration within the Customer Policies &

Qualifications

• Bachelor's degree or equivalent confirmed education.
• 3 years of airline experience.
• Experience leveraging generative AI to optimize policy documentation and delivery.
• Analytical skills with data-driven decision making.

Responsibilities

• Creates, maintains, and communicates clear policies and procedures to drive consistency across our airports.
• Supports the roll out of corporate initiatives for customer, revenue, and operational pillars
• Participates as stakeholders in product development to ensure solutions are designed for frontline team members
• Provides frontline team members support through policy and procedures updates and clarifications
• Acts as key subject matter expert to internal departments to provide input and feedback as a stakeholder in policy decisions
• Represents Customer Experience Policies and Procedures in meetings

Skills

Microsoft Office

Policy knowledge

Stakeholder management

Communication

Education

Bachelor's degree or equivalent experience

Tools

QIK CHK

SABRE

Job description

American Airlines is seeking a Sr Analyst for Customer Care Policy and Procedure at the DFW HQ in Fort Worth, TX. You’ll develop, refine, and communicate policies to standardize the customer experience across airports, partnering with product, training, and operations to implement updates.

The role emphasizes leveraging AI and analytics to improve procedures, with responsibilities spanning travel readiness, on-call rotations, and cross-functional collaboration within the Customer Policies &