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 Director, Strategy and Continuous Improvement team is responsible for shaping and executing the Airport and Contact Center strategy while driving ongoing process enhancements to optimize operational performance and customer experience.

• Lead a team of managers overseeing strategy development and continuous improvement initiatives for Airport and Contact Center operations
• Inspire, coach, and develop team members, promoting engagement, growth, and succession planning
• Define and implement the strategy for Airports, Reservations, and Service Recovery, aligning with company goals, leadership input, and external partnership.
• Champion initiatives, strategies, and processes to enhance customer experience with regular measurement of accomplishment by various metrics such as Net Promoter Score
• Collaborate with the Customer Experience team to design employee tools, processes, and strategies that improve turn efficiency and optimize lobby/gate operations
• Direct large-scale, ad-hoc projects as assigned by Operations and Support leadership
• Spearhead cross-functional teams to develop and execute operational improvement plans, standardizing policies, procedures, and tools
• Support internal teams in crafting compelling project justifications through strategic analysis and collaboration
• Partner with operational, IT, Corporate Real Estate (CRE), and regulatory groups to enable new station openings, terminal transitions, station closures, and aircraft introductions
• Work with Labor, People team, operational leaders, and support groups to drive organizational enhancements
• Develop and manage plans to implement and sustain Joint Collective Bargaining Agreements
• Collaborate with Network Planning, Revenue Management, Technical Operations, and other departments to integrate operational considerations into company-wide initiatives
• Optimize Minimum Connection Time (MCT) and Minimum Objective Ground Time (MOGT) standards in partnership with Network Planning
• Provide strategic guidance on airport facility design, including ticket counters, bag rooms, gates, lounges, and Federal Inspection Service (FIS) areas

Minimum Qualifications- Education & Prior Job Experience

• Demonstrates the highest standards of personal ethics and integrity
• Bachelor’s degree in Aviation, Business, Economics, Mathematics, Statistics, Finance, Engineering, or equivalent experience; Advanced Degree preferred
• 7 years of leadership experience, including leading teams, managers, and individual contributors

Skills, Licenses & Certifications

• Proven ability to deliver results as an action-oriented leader, engaging diverse workgroups effectively
• Exceptional interpersonal, collaboration, and negotiation skills to influence stakeholders at all levels
• Strong project management expertise, with the ability to oversee multiple high-priority projects, meet tight deadlines, and maintain meticulous attention to detail
• Advanced problem-solving, critical thinking, and strategic decision-making skills, with a focus on data-driven outcomes
• Demonstrated success in identifying improvement opportunities and executing strategic initiatives under time constraints
• Skilled at building and fostering relationships across the organization and with external partners.
• Strong mentoring capabilities, with the ability to navigate group dynamics and resolve conflicts effectively
• Outstanding communication and presentation skills, adept at simplifying complex topics for diverse audiences, both verbally and in writing
• Believes in and promotes the American Airlines five leadership attributes:
  • Caring – We care about all team members
  • Collaboration – We succeed as a team
  • Development – We build future leaders
  • Results – We drive to be the best
  • Future – We continually challenge the status quo

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.