Sr Manager, Customer Care Policy & 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 role sits within the Airport Policy & Procedures team in the Customer and Operational Excellence Division, where strategy meets frontline execution. You’ll lead a team responsible for creating, maintaining, and communicating clear, practical, and enterprise ready policies and procedures that drive consistency across American’s customer facing airport operations.
In this role, you’ll partner closely with airport leaders and frontline teams to ensure policies are operationally sound, easy to execute, and grounded in real world airport environments. Your work will directly enable our team members to deliver a safer, more consistent, and elevated customer experience—every flight, every airport.
You’ll enjoy this job if you thrive at the intersection of operational excellence, policy governance, and customer experience, and if you’re energized by translating complex requirements into simple, actionable guidance that makes a measurable difference for our teams and customers.

What you'll do

•    Creates, maintains, and communicates clear and concise policies and procedures resulting in resolution empowerment across Airport Operations
•    Delivers consistent and informative reference tools and communications to our frontline team members with simplified language for easier and faster consumption and understanding
•    Supports the rollout of all corporate initiatives for Customer, Revenue and Operational pillars and help influence the impact on frontline team members and our customers 
•    Partners with key stakeholders to ensure solutions for product development are designed for frontline team members and taking care of our customers 
•    Leads and engages their team and the wider organization to simplify information shared with the frontline, and incorporate the voice of Airports
•    Defines the goals to support the organization in making data driven decisions that achieve our targeted business outcomes in our airports 
•    Creates a culture which fosters collaboration and continuous improvement to empower our team members for success 

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

•    At least 5 years of experience leading frontline team members in a customer-facing environment 
•    Experience leading policy and procedure focused teams

Preferred Qualifications- Education & Prior Job Experience

• At least 5 years of experience leading frontline team members in a contact center environment
• Experience leading a contact center policy and procedure team

Skills, Licenses & Certifications

• Ability to achieve results in a constantly evolving environment, through influence, collaboration and communication at all levels of management 
• Demonstrated focus on building and handling key relationships to help drive greater trust, credibility and business alignment
• Ability to communicate multi-directional (peer to peer, to varying levels of leadership) for initiative strategy, progress toward stated goals and risks/issues
• Ability to lead teams with focus on American’s key leadership attributes of caring, collaboration, development of others, results and future-oriented mindset
• 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

Language/Communication Skills

• Ability to effectively communicate both verbally and written with all levels within the organization
• Physical ability necessary to safely and successfully perform the essential functions of the position, with or without any legally required reasonable accommodations that do not pose an undue hardship. Note: If the Company has reason to question an employee’s physical ability to safely and/or successfully perform the position’s essential job functions, the HR team generally will engage in an interactive process to determine whether a reasonable accommodation is appropriate.  HR (working with the operation) ordinarily first speaks with the team member directly and they mutually identify the physical de