MD, Business Partner Performance

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 Managing Director of Business Partner Performance has the responsibility for managing business partner relationships and performance across airports and contact centers. The role works closely with the procurement team in negotiating contracts and driving business strategy, while overseeing and driving performance metrics. 

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.

• Manage the entire airport and contact center vendor partner portfolio and establish relationships with business partners at all levels
• Partners with Airport, Contact Center and Procurement leaders to successfully transition business partners, proactively address performance gaps, and drive operational excellence through performance management
• Exceed budget expectations through disciplined cost control while ensuring compliance as measured by KPIs outlined in the contracts
• Deliver convenient, connected, and consistent customer experiences with each touch point along the customer’s journey as measured by the voice of customer metrics (CSAT, NPS) 
• Ensure staff at every level is trained, knowledgeable, and provides excellent customer service, in accordance with company standards  
• Develop and implement initiatives to support the business plan and company objectives  
• Develop leaders, managers, and employees through frequent feedback, performance discussions, and stretch assignments to enhance professional growth
• Hold team members accountable to exceed goals and objectives at every level  
• Demonstrate and cultivate collaborative relationships across all work groups and teams 
• Establish and maintain open communication and a collaborative relationship with all levels of vendor partner leadership 
• Reimagine processes and technology innovation in partnership with product and technology teams 
• Collaborates with Airport and Contact Center Planning, Business, and Finance leaders, to drive the successful implementation of modern technologies and business processes while executing a successful change management program.
• Develop and administer the operational budget, ensuring proper cost discipline while allocating resources effectively  

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 large multi-level teams and frontline employees
• 10 years of business, operational, and financial experience with proficiency in assessing business requirements and developing teams; demonstrated budget management experience
• Ability to travel worldwide

Preferred Qualifications- Education & Prior Job Experience

• Advanced degree preferred
• Multi-lingual a plus

Skills, Licenses & Certifications

• Demonstrates the highest standards of ethics and integrity
• Ability to be an action-oriented, process, and results-driven leader, with a natural aptitude for engaging employees across multiple workgroups, as well as advocating and managing change
• Proven capability to structure vendor agreements, establish performance expectations, and drive operational excellence
• Ensure compliance with service level agreements and administer applicable remedies and penalties in accordance with contract provisions
• Ability to think strategically, negotiate skillfully, digest complex d