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, HR Investigations Triage is part of the People Division, serving as the central intake and triage point for team member relations and HR investigations activity across the enterprise. This role ensures concerns are assessed, prioritized, and routed appropriately, enabling consistent, timely, and risk-informed handling of workplace issues in close partnership with HR, Legal, Compliance, Corporate Security and business leaders. By driving efficient processes and cross-functional alignment, this position directly supports a fair, respectful, and compliant workplace while enhancing overall team member experience.

What you'll do

• Leads and develops a team of case managers, ensuring effective case handling, consistency, and adherence to investigation standards
• Serve as the enterprise intake lead for HR and team member relations investigations, ensuring a structured and consistent approach to capturing and evaluating workplace concerns
• Conduct strategic initial assessments to determine scope, severity, and risk, enabling appropriate and efficient case direction
• Prioritize and sequence cases based on risk, complexity, and business impact, ensuring timely escalation and visibility of critical matters
• Direct cases to the appropriate functional teams (Team member Relations, HR Business Partners, Workplace Standards/HR Investigations, Legal, Compliance, Customer Experience, Travel Allegations) in alignment with established governance and escalation protocols
• Drive consistency in the application of triage criteria, policies, and enterprise standards to support fair and equitable outcomes
• Collaborate cross-functionally with HR, Legal, Ethics & Compliance, and business leaders to align on case handling approaches and continuously refine protocols
• Ensure accurate, thorough documentation of intake decisions, assessments, and case routing within case management systems to support audit readiness and transparency
• Analyze intake trends and case data to generate insights, inform leadership, and proactively identify areas of risk or opportunity
• Lead continuous improvement efforts for triage processes, tools, and frameworks to enhance efficiency, consistency, and user experience
• Support onboarding and ongoing capability-building by training Workplace Standards & Support and People team members on investigations processes, tools, and case management practices

All you'll need for success

Minimum Qualifications – Education & Prior Job Experience 

• Bachelor’s degree in Human Resources, Business Administration, or related field, or equivalent experience/training
• 5 years of experience in Human Resources, Team Member Relations, Investigations, or related field

Preferred Qualifications – Education & Prior Job Experience 

• Experience in a centralized investigations intake or triage function
• Knowledge of employment law, regulatory requirements, and workplace investigations processes
• Experience working in large, complex, or highly regulated organizations
• Familiarity with case management systems and data tracking/reporting tools

Skills, Licenses, and Certifications

• Strong analytical and critical thinking skills
• Demonstrated experience handling sensitive and confidential information with discretion
• Strong judgment and decision-making skills, particularly in assessing risk and prioritization
• Ability to manage multiple cases simultaneously in a fast-paced environment
• Strong verbal and written communication skills
• Exceptional organizational and prioritization abilities
• Ability to assess risk and apply sound, consistent judgment
• Effective stakeholder management and collaboration skills
• High level of professionalism, integrity, and confidentiality
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)
• HR certification (SHRM or HRCI) preferred

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.