Coordinator, Customer Experience Policy and Procedure

American Airlines • Dallas, TX

8d

About The Position

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 Policy & Procedure Content Coordinator is responsible for developing, maintaining, and enhancing departmental policies and procedures to ensure operational excellence and compliance. This role serves as a key liaison between Customer Relations and other business units, representing the department’s perspective in strategic discussions and ensuring accurate documentation of processes.

Requirements

• Prior experience in Customer Relations or a related function.
• Experience with Advocate, CR Reference, and travel credit processes
• Excellent organizational, analytical, and communication skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Knowledge of Microsoft Office to include Word, Excel, Power Point, Outlook, SharePoint

Nice To Haves

• Strong understanding of Customer Relations operations and workflows.
• Proven ability to manage multiple priorities and deliver high-quality documentation under tight deadlines.

Responsibilities

• Maintain and update CR Reference tools, SharePoint page permissions, revision logs
• Review and process P&P Inquiry submissions; maintain inquiry tools
• Attend meetings to represent the voice of Customer Relations and provide subject matter expertise.
• Capture and communicate meeting outcomes, identifying potential updates to policies and procedures.
• Draft, edit, and maintain Customer Relations policy and procedure documentation to ensure clarity, accuracy, and alignment with organizational standards.
• Review and revise departmental policies and procedures to reflect evolving business needs and regulatory requirements.
• Support IT-related troubleshooting for CR Reference and Advocate tools.
• Collaborate with internal stakeholders to ensure consistent application of policies across the organization.
• Maintain exceptional attention to detail and demonstrate superior written communication skills in all deliverables.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees