MD, Customer Experience Program Management

Managing Director Of Customer Experience Program Management

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!

The Managing Director of Customer Experience Program Management will drive the strategic planning, performance management, and execution oversight of customer experience initiatives across the airline. This role leads a team of planning and project management professionals and partners closely with executive stakeholders to ensure Customer Experience strategies are executed on time and as impactful as intended.

What You'll Do

• Oversees the creation and maintenance of Customer Experience initiative roadmaps, integrating inputs from Operations, Commercial, Digital, and Finance teams
• Monitors Customer Experience performance across key metrics, such as NPS, CSAT, and CES), ensuring initiatives deliver measurable improvements and ROI
• Leads and mentors a team of customer experience professionals, including planning managers, analysts, and project managers; fosters a high-performance, collaborative culture
• Prepares and presents strategic updates, dashboards, and recommendations to senior leadership
• Establishes governance frameworks for initiative prioritization, tracking, and reporting

All You'll Need For Success

Minimum Qualifications – Education & Prior Job Experience

• Bachelor's degree in Business Administration, Management, relevant field or equivalent work experience; Advanced degree preferred
• 10 years of progressive leadership experience, including leading multi-level and cross-departmental teams
• 10 years of business, operational, and financial experience with proficiency in assessing business requirements
• Familiarity with airline operations and customer touchpoints

Skills, Licenses, and Certifications

• Demonstrates the highest standards of personal ethics and integrity
• Demonstrated ability and experience leading cross-functional projects with complex stakeholder environments
• Strong experience with financial modeling and ROI analysis for Customer Experience initiatives; ability to translate data and metrics into measurable recommendations
• Experience with agile planning and cross-functional program management
• Ability to be an action-oriented, process and results-driven leader, with a natural aptitude for engaging employees and stakeholders across multiple workgroups, as well as advocating and managing change
• Ability to inspire new concepts and ideas that lead to a visionary and future-oriented mindset for the team
• Demonstrated ability to deliver results while simultaneously managing multiple priorities and projects
• Strong strategic problem-solving skills with a proven track record of exercising initiative, judgment, and discretion
• Ability to influence others through outstanding interpersonal skills, collaboration, and negotiation skills
• Ability to craft compelling and relatable narratives that connect with stakeholders and convey complex ideas clearly
• Excellent verbal and written communication skills, with the ability to effectively and clearly communicate a strategic and tactical vision to all levels within the organization, as well as with external agencies and business partners
• Proficient in Microsoft Word, Excel, Outlook, Access and other Company systems, as needed

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+ Employee 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.

EQUAL EMPLOYMENT OPPORTUNITY/ AFFIRMATIVE ACTION POLICY American Airlines maintains a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled veteran or other protected veteran, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations.