Sr Manager, Global Reservations

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

Location:DFW Reservations Office (DFW-SV01)
Cities:Fort Worth - TX
Requisition ID:88836

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

As a Senior Manager, Global Reservations, you will play a critical role in delivering a world-class customer experience while driving day-to-day operational performance and helping to shape the strategic direction of Reservations across the global footprint. This role is accountable for delivering both exceptional customer outcomes and strong operational results intentionally blending direct operational accountability, leader-of-leaders responsibility, and enterprise-level strategic influence, with a clear mandate to elevate how customers experience American Airlines through every Reservations interaction. You are responsible not only for what results are achieved, but how they are achieved—developing leaders who consistently deliver empathetic, efficient, and high quality customer experiences while translating strategy into disciplined execution at scale.

What you'll do

• 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

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

Bachelor’s degree or equivalent experience/training
7+ years of related operational or leadership experience
Demonstrated experience leading multi layered teams through managers and people leaders in a complex, fast paced environment
Proven experience as a leader of leaders, with sustained responsibility for developing leadership capability and holding leaders accountable for results and behaviors

Preferred Qualifications- Education & Prior Job Experience

At least 5-years demonstrated experience effectively managing and motivating large teams
Experience leading large, high volume, customer facing operations, including responsibility for performance across multiple teams, sites, or geographies
Demonstrated success driving operational performance and customer experience outcomes at scale
Proven ability to lead and execute through cross functional partnerships in a matrixed organization, influencing outcomes without direct authority
Experience partnering closely with functions such as Strategy, Technology, Quality, Training, Policy, Legal, Finance, and People
Demonstrated ownership of customer experience outcomes, leveraging customer insights, quality metrics, and feedback to drive continuous improvement
Proven ability to lead through change, ambiguity, and transformation while maintaining operational stability and customer experience standards

Skills, Licenses & Certifications

Knowledge of AA Policy and Procedures
Familiarity with functional area
Outstanding interpersonal, verbal, and written communications skills, including the ability to effectively communicate at all levels within the organization
Ability to lead management, non-management, large and contract labor work groups
Ability to concurrently handle multiple responsibilities
An engaging, results focused leader with the ability to develop teams and improve performance
A desire to champion consistently high standards of service with a focus on continuous improvement
Excellent strategic, analytical, project management and communication skills with proven ability to successfully partner with a wide range of stakeholders
Strong organizational and multitasking skills and attention to detail
Ability to influence others

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:88836