Sr. Specialist, Brand Protection Resolution

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!

The Brand Protection Resolution Senior Specialist is part of a dynamic and collaborative team that plays a critical role in ensuring American Airlines is protected from brand damaging media crises played out on social channels across the web. The right person for this job will lead the management of real-time issues with multiple departments across the company in a fast-paced, high-profile, high-volume environment. They will be a strategic thinker and make decisions that impact both customers and the brand based on analysis of the situation, tone, customer profile, media landscape and other factors. The successful candidate must be comfortable working closely with all levels of management as they conduct investigations and guide the handling of highly sensitive incidents.
 

• Provide hands-on leadership to effectively manage sensitive service issues and potential crises on social channels
• Provide direction and development to a team of Coordinators and Specialists 
• Demonstrate sound judgment in decision making, appropriate communication methods and team member support
• Collaborate with leaders and colleagues across organizations in the investigation and handling of high-profile sensitive issues for corporate reputation purposes 
• Support leaders with rapid response communication related to volatile and fast-moving issues with tight deadlines
• Create, maintain and embrace a highly positive work environment
• Guide team members in the assistance of past, future and current travel issues to mitigate potentially brand damaging attention
• Complete strategic ad hoc requests and projects
• Ability to work in a fast-paced, 24/7 environment 

Minimum Qualifications- Education & Prior Job Experience

• Bachelor’s degree in related field or equivalent experience/training
• Minimum of four years of airline experience in Reservations, Airport or Social Media

Preferred Qualifications- Education & Prior Job Experience

• Excellent written and verbal communication skills
• Strong project management skills

Skills, Licenses & Certifications

• In-depth understanding of American’s operations and customer service policies and procedures
• Outstanding organizational, time management, creative thinking, and problem-solving skills
• Exceptional interpersonal, collaborative and problem-solving skills
• Excellent leadership skills to lead colleagues in a complex and constant changing environment
• Ability to effectively adopt to changes, embrace new ideas and motivate others
• Ability to prioritize and handle multiple tasks effectively
• Strong initiative and solid judgment abilities/skills
• Ability to work varied hours, including nights, weekends and holidays 
• Proficiency in Microsoft Office including Word, Excel, PowerPoint and Outlook

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

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.