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
The Director of Service Recovery provides strategic direction in the design and implementation of forward-thinking processes and policies to position the company as a leader in proactive, customer-centric service recovery. This role is not just about responding to issues; it’s about anticipating customer needs and leveraging emerging technologies, including AI, to deliver seamless, personalized recovery experiences.
You’ll oversee a team of Service Recovery professionals, focusing relentlessly on enhancing the customer experience, balancing operational efficiency with high-quality responses, and driving customer service initiatives based on direct feedback. This position will be responsible for developing and executing strategies to reduce complaints and contact volumes, elevate satisfaction and loyalty, and establish robust systems for continuous improvement.
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.
Lead the strategic integration of advanced technologies (including AI and automation) into service recovery processes, ensuring solutions are customer-centric and operationally sound
Partner with cross-functional teams to evaluate and implement emerging platforms that enhance recovery capabilities
Manage the team responding to customer feedback received by phone, email, chat, and social media
Serve as the executive escalation contact r…
