Manager, Customer Operations Policy and Procedure

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

This job is a member of the Customer & Operational Excellence team within the Airport Operations Division. The Manager, Customer Operations Policy and Procedure is responsible for leading project team(s) through all phases of operations projects, including funding submission, requirements definition, business case development, planning and implementation. Also responsible for management of and reporting on assigned projects, with techniques and discipline to standard project management methodology.

What you'll do

As noted above, 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.

• Champion a continuous improvement mindset, leveraging field feedback, operational metrics, and benchmarking to drive policy enhancements.

• Advocate for the role of Customer Operations in shaping enterprise strategy and delivering exceptional service outcomes.

• Provide regular updates to senior leadership on policy impact, project milestones, and team performance through dashboards, presentations, and executive summaries.

• Use data-driven insights to inform decision-making and demonstrate the value of policy initiatives.

• Support business continuity by resolving conflicts and ensuring frontline teams are equipped to adapt to change.

• Ensure field readiness for procedural changes through coordinated training, communications, and change management strategies.

• Act as a champion for frontline engagement, ensuring feedback loops are active and field insights are incorporated into policy evolution.

• Facilitate cross-functional collaboration and consensus-building to ensure cohesive execution and shared accountability.

• Develop, implement, and maintain scalable policies and procedures that support frontline operations and meet compliance standards, including regulatory and labor agreements.

• Ensure projects are delivered on time, within scope, and with measurable impact, while maintaining strong stakeholder engagement.

• Lead, coach, and grow a high-performing team of policy and project analysts.

• Foster a culture of ownership, innovation, and continuous learning, with clear performance expectations and development pathways.

• Define and execute the strategic vision for Customer Operations policies and procedures, ensuring alignment with enterprise goals, regulatory requirements, and operational excellence.

• Translate organizational priorities into actionable policy frameworks that enhance safety, efficiency, and customer experience.

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor's degree in Business Administration or related field or equivalent experience/training

• 5 years of experience developing business solutions, finance, or related analytical work

• Customer Planning and/or operational (airport/res) experience or equivalent

 

Preferred Qualifications- Education & Prior Job Experience

• 5 years of airline experience

• 5 years Project Management experience

• Project Management experience or airport related

• Prior experience leveraging AI support technologies

• Using analytics to drive continuous improvement and enable data-informed decision-making.

Skills, Licenses & Certifications

• Proven leadership experience in airport operations, customer experience, or procedural governance.

• Strong strategic thinking and execution capabilities.

• Demonstrated success managing cross-functional teams and complex projects.

• Exceptional communication, stakeholder engagement, and change management skills.

• Deep understanding of regulatory, safety, and labor considerations in a unionized environment.

• Proficiency in project management tools and methodologies.

• Knowledge of Microsoft Office to include Word, Excel, etc.

• Knowledge of corporate policies