About the role
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
• We deliver the policies and procedures that support our frontline team members in elevating the Customer Experience. This role is a resource to the frontline representatives by helping with enhancements, defects, and communicating new and updated policies and procedures. Acts as a liaison between corporate initiatives and adapt them to be consumed by the frontline team members.
• The role is a part of the Customer Policies & Procedures team within our Customer & Operational Excellence group.
• This role may also include support work in such topics/areas as deemed appropriate as team managers, and operational responsibilities including travel and on-call rotations.
What you'll do
Creates, maintains, and communicates clear policies and procedures to drive consistency across our airports.
Supports the roll out of corporate initiatives for customer, revenue, and operational pillars
Participates as stakeholders in product development to ensure solutions are designed for frontline team members
Provides frontline team members support through policy and procedures updates and clarifications
Acts as key subject matter expert to internal departments (including product teams, ticketing and receipts, revenue management, and more) to provide input and feedback as a stakeholder in policy decisions
Partners with Training and Quality to ensure accuracy of policies and procedures among our frontline team
Recommend process improvements to support our frontline teams
Represents Customer Experience Policies and Procedures in meetings
Participates in department’s Emergency Response coverage (on-call rotation, no more than two weeks per quarter)
Maintains extensive knowledge of industry trends and r…
