Sr Manager, Digital Selling & Servicing

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

Location:DFW Headquarters Building 8 (DFW-SV08)

Cities:Fort Worth - TX

Requisition ID:88194

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 job is part of the Digital Servicing Team within the Customer Experience Digital Transformation Organization, part of the Commercial Division.

Responsible to lead initiatives and products to continuously innovate and improve the digital servicing experience of our customers, listen to what customers need to pivot quickly and deliver value, drive data driven decisions across the organization and work closely with IT colleagues on American’s delivery transformation efforts. Plays a critical role in collaborating with key stakeholders across Digital as well as partnering with Customer Experience, Finance Res, Airports, and Technology teams to lead the transformation of the American Airlines Digital platform, support our technology strategy, and ensure we work together to achieve the product key initiatives and goals.

What you'll do

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

• Helps to set the vision and builds the strategy for the Digital Servicing Team
• Creates digital assets that are technology forward, nimble and allow for driving innovation with quicker delivery times
• Defines the product objectives and key results (OKRs) and supports the team in making data driven decisions towards meeting the OKRs
• Partners with RM, operational, commercial, and technology groups to innovate and transform the digital customer experience
• Leads large, complex initiatives for Digital and Customer Experience, develops product capabilities through coaching, empowering, and providing growth opportunities for Product Owners
• Drives greater self-service via digital assets to provide an improved customer experience and reduce servicing pressure on call centers and airports
• Creates a culture which fosters collaboration and continuous improvement through incorporating the delivery transformation principles
• Engages the team to constantly prioritize the backlog of opportunities, and to ideate and deliver on the business outcomes, champions delivery transformation process to continuously improve product quality, time to market, and team member satisfaction
• Engages the customer, team and the wider organization to show ongoing product value and success, and incorporates voice of the customer to improve the experience for our customers and improve LTR

All you'll need for success

Minimum Qualifications – Education & Prior Job Experience

• Bachelor's degree or equivalent experience/training
• 7+ years of relevant work experience
• 2+ years of experience in a product and/or technology leadership role
• Experience managing large technology transformation efforts to drive business outcomes

Preferred Qualifications – Education & Prior Job Experience

• Experience with digital technology
• Experience with airline technology
• Experience with product strategy and development
• Prior experience as Product Owner and/or Product Manager desired

Skills, Licenses, and Certifications

• Strong problem solving, negotiation, and critical thinking ability
• Demonstrated ability to perform both independently and as a leader, handle multiple assignments, and respond to changing priorities
• Excellent verbal and written communication skills
• Believes in and promotes the American Airlines five leadership attributes: caring, collaboration, development, results, future

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.

Cities:Fort Worth - TX

Requisition ID:88194