Manager, Global Airports and Contact Center Communications

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 Manager of Communications for Global Airports and Contact Centers is part of American’s Operations Communications team in the Global Engagement organization — a dynamic and collaborative team that helps shape the company’s actions through engagement with internal and external stakeholders to help build and protect the American Airlines brand and reputation. 

This individual will lead strategic communications for the Global Airports and Contact Center organizations, and the groups who support them — including training, policies and procedures, and planning — to highlight American in the media and develop internal communications around the airline’s initiatives to drive operational performance and enhance the customer experience. 

The right candidate is a strategic thinker, media relations expert, inspiring leader, creative writer and team player, who will play a critical role in communicating the airline’s goals to frontline leaders and team members, as well as telling American’s story externally. The candidate will be based at American’s headquarters in Fort Worth and will collaborate with teams across Global Engagement and Operations in DFW and around the globe. While this position reports into Global Engagement, it has strong dotted line ties to senior leaders who lead the daily operation and strategy of the airline.

Pay Range: $96,000-$131,000

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.

•    Serve as a strategic communications consultant and hands-on executor, supporting the Operations organization — including Global Airports, Contact Centers and the Customer and Operational Excellence team, which is comprised of support functions, like policies and procedures, for Airports and Contact Centers. 
•    Develop comprehensive communications strategies for Global Airports, Contact Centers and Customer and Operational Excellence, to shape messaging strategies for key initiatives that drive operational performance and improve the customer experience.
•    Help bring to life the airline’s commitment to safety, operational performance and customer experience. Whether it’s launching new initiatives, amplifying stories of our team members or helping leaders communicate change, you’ll play a vital role in connecting our Operations strategy to our frontline workforce and members of the media.
•    Work with the Operations Communications leaders and colleagues, as well as the broader Global Engagement team, to build and execute on forward-looking, strategic communications plans across multiple internal and external channels to achieve our business goals.
•    Collaborate closely with Operations leaders to deliver clear, compelling, and actionable messaging to frontline team members, as well as drive accurate external media coverage and contribute to executive communications. 
•    Lead a team of communications specialists in translating complex operational policies into clear, engaging communications for team members and media. 
•    Explore new communications methods and identify the most effective channels and vehicles for meaningful, engaging communications for a frontline workforce to improve consistent application of policies and procedures. Constantly measure and improve effectiveness by engaging with frontline leaders and team members.
•    Create toolkits, talking points and other resources to equip Operations leaders with what they need to communicate effectively with their teams. Source, craft and share compelling stories that highlight the Operations team — showcasing team members, highlighting initiatives and positioning American as an industry leader.
•    Support issues response and crisis communications during media “on call” duties a few times a year.
•    Aggressively defend American’s reputation and monitor media coverage to ensure accuracy.
•    Work in a fast paced, 24/7 environment to support American's