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Manager, Customer Care Training Strategy

Manager, Customer Care Training Strategy

Date:  Nov 24, 2021

Location: DFW Headquarters Building 8 (DFW-SV08) 
Additional Locations: None
Requisition ID: 51606 

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 will oversee the training strategy and delivery for Customer Service across Domestic and International for all curricula. Provide Leadership and guidance through a collaborative relationship with HDQ and station leadership to ensure the training product is meeting the needs of the business as it evolves.
  • This includes maintaining effective delivery of near- term needs, identify and prioritize initiatives to enhance the long term training effectiveness and ensure a strong integration between training and the rest of the business.
  • The role is a part of the Airport & Cargo Training team within our Airport Readiness group.

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.

  • Establish and maintain strong relationships with airport leaders, ensuring effective stakeholder engagement to guide training strategies and impact.
  • Co-ordinate training strategies with various business units to align with business priorities, adapt to changes in process or technology, and successfully support performance, service and safety metrics.
  • Ensure a strong feedback loop with frontline teams to identify training gaps and maximize effectiveness.
  • Optimize cross functional team roles in the Training organization to deliver for the business.
  • Prioritize resources to advance strategic initiatives while meeting near-term training delivery needs
  • Ensure a measurable path from training and qualification to team member proficiency.
  • Identify new and innovative approaches to the Training product and delivery for a dynamic workforce.
  • Effectively lead, engage and develop a large and diverse global team.
  • Proactively identify and implement ways to continuously improve and evolve our training product.
  • Oversee processes and effectively communicate to promote and implement training projects.
  • Prepare, deliver and refine the training strategy based on leadership feedback.

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

  • Bachelor's Degree or Master's Degree or equivalent experience
  • 5+ years of relevant experience
  • Must have demonstrable track record of effective and proactive relationship management
  • Skilled at working collaboratively across cultures and organizational hierarchies
  • Ability to lead, motivate and develop future talent
  • Self - starter, high level of enthusiasm, energy and resilience
  • Ability to manage conflicting priorities and simultaneous tasks and make timely and sound decisions
  • Requires excellent communication skills in all major forms including presentations, briefings, meetings
  • Must be a strong collaborator who can effectively drive for results and independently solve problems

Preferred Qualifications- Education & Prior Job Experience

  • Experience in or supporting an operational environment

Skills, Licenses & Certifications

  • N/A

What you'll get

Feel free to take advantage of all that American Airlines has to offer:

  • Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
  • Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
  • Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
  • 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
  • Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more.

Feel Free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.

Additional Locations: None
Requisition ID: 51606 


Nearest Major Market: Fort Worth
Nearest Secondary Market: Dallas

Job Segment: Training, Manager, Relationship Manager, Customer Service, Operations, Management

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