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Specialist, Customer Experience Learning Strategy

Date: Jan 9, 2019

Location: Ft Worth, TX, US

Req ID: 26174

Location: Training & Conf Ctr (DFW-TRCC) 
Additional Locations: None
Requisition ID: 26174 



Join us for a career with endless possibilities.

Looking for a job where a passion for innovation, a culture of teamwork, and opportunities for growth are valued and rewarded? You’ve come to the right place.


You don’t have to be an airline aficionado to join American Airlines. It takes more than cool planes to keep us ahead of the curve, and thanks to our team of behind the scenes professionals, we do just that. As the largest airline in the world, American Airlines is in the business of serving the global travel needs of our customers. At the core of the Company is our commitment to each customer and each employee. We are dedicated to developing and delivering what our customers value and are willing to pay for. Customer-centric planning, innovative marketing, and an exceptional customer experience are supported by a cadre of talented people.


What does it take to join us? We’re glad you asked! We expect exceptional skills in your discipline and a dedication to being the best as we relentlessly pursue our goal of being not just the largest airline in the world, but also the best airline in the world.

Fortunately, we’re building on almost a century of innovation and firsts in our industry – and we plan to continue that tradition of excellence.


About The Job


This job is a member of the Ground Operations Training Team within the Customer Experience Innovation and Delivery Division. This position will be responsible for leading a team of instructors who deliver training and develop and maintain training programs.


Specifically, you’ll do the following:​

  • Guides and directs a team of instructor/developers who deliver training and develop materials in support of a fast-paced customer-facing organization
  • Develops solid project plans to deliver on multiple priorities simultaneously
  • Allocates resources, mitigate risks and constraints and develop contingency plans as necessary
  • Identifies and schedules project deliverables, milestones and required tasks
  • Works with business leaders and experts to determine requirements for training, including program vision, scope, development and implementation
  • Manages competing priorities and works on multiple projects simultaneously
  • Coordinates activities to ensure projects progress on schedule and are completed on time
  • Plans, organizes and leads interdepartmental meetings
  • Monitors/tracks project milestones and deliverables and provides status on progress
  • Ensures student and instructor training materials are accurate, current and complete
  • Participates and presents in meetings, workshops and other training events by professionally representing the Ground Operations Training team
  • Provides feedback, coaching and counseling to direct reports
  • Progresses projects independently without day-to-day guidance
  • Notifies leadership team when issues arise that could impact the program launch and be able to articulate impact as well as alternate plans to ensure on-time delivery
  • Completes required documents to ensure project adheres to budget, schedule and scope
  • Builds excellent working relationships across all divisions supported by the team
  • Effectively prioritizes projects and manages changes and customer expectations and priorities
  • Ability to travel




Required Qualifications

  • ​High school diploma or GED equivalency
  • Instructional design experience
  • Prior experience supervising and/or managing employees
  • Experience with content development tools such as Captivate or Articulate
  • ​Knowledge of Microsoft Office to include Word, Excel, Outlook, etc
  • Presentation skills, with the ability to articulate complex requirements to large audiences who possess a wide variety of subject-matter-expertise
  • Proven track record of delivering complex project/programs within budget and on time
  • Strong collaborator with effective drive for results
  • Knowledge of the Learning Hub Learning Management System administrator and manager functions
  • Excellent organizational, prioritization, and multitasking skills
  • Strong aptitude for project management and controlling all aspects of a project


Preferred Qualifications

  • ​Bachelor’s degree in Education, Instructional Design or equivalent training/experience
  • Familiarity with ground operations training curriculum and initial new hire training requirements
  • Previous airport operations experience
  • Project management or program management experience
  • Knowledge of airport applications; RampLink, GET, Sabre RES and DECs


Additional Locations: None
Requisition ID: 26174 

Nearest Major Market: Fort Worth
Nearest Secondary Market: Dallas

Job Segment: Program Manager, Project Manager, Management, Technology