Director, Training

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! The Director, Training is responsible for leading the training and development teams for Airports, Cargo, and Contact Centers. This role will define, design, and deliver training solutions for domestic and international Airport Customer Service, Airport Ground Operations, Control Centers, Cargo, Reservations, and Service Recovery (approximately 40,000 team members plus business partners).

Responsibilities

• Direct a team of three Senior Managers and two Managers, providing strategic leadership and oversight
• Inspire, coach, and develop team members, fostering growth, engagement, and succession planning
• Optimize resources across the organization to equip frontline teams with training that ensures a consistent, world-class customer experience at every touchpoint
• Coordinate seamlessly with domestic and international functions, including Training Strategy, Development, and Delivery; Airport Customer Service, Reservations, and Service Recovery; and Ground Operations and Cargo
• Design and implement effective, measurable training programs aligned with organizational goals, enhancing safety, compliance, customer service, reliability, and efficiency
• Partner with operational leadership to prioritize timely, business-integrated training initiatives
• Develop a training strategy that meets business needs, leveraging blended learning methods for an optimal learning experience
• Continuously assess training program effectiveness, using data-driven insights to refine and enhance outcomes
• Guide business units and subject matter experts in adopting training solutions that align with operational priorities
• Innovate training delivery by integrating new and existing technologies to improve learning products
• Embed a customer-centric focus in training methods and materials, ensuring consistency and clarity in customer interactions
• Evolve training programs to support frontline adoption of new technologies and emphasize customer experience and service skills
• Maintain strong engagement with frontline leaders and teams, incorporating feedback to ensure training relevance and local consistency
• Ensure compliance with safety, regulatory, and other mandatory training requirements
• Lead teams to deliver effortless experiences for customers and employees, measured by performance data, Net Promoter Score (NPS), and effort scores
• Support team growth through clear performance expectations, measurement, and constructive feedback

Requirements

• Bachelor's degree in Instructional Design, Learning and Development, or Education, or equivalent training/experience; Advanced degree preferred
• 7 years of managerial experience in a Learning and Development, Technical Training, program management or operations role implementing training programs
• Proven expertise in leading teams skilled in instructional design, adult learning methodologies, leadership development, and facilitation
• Deep knowledge of modern learning methods and technologies, with a proactive approach to continuous improvement

Nice-to-haves

• Action-oriented, results-driven leader with a talent for engaging diverse workgroups and driving change
• Exceptional project management skills, capable of managing multiple large-scale projects under tight deadlines with meticulous attention to detail
• Strong decision-making and organizational abilities, adept at optimizing resources and delivering on competing priorities
• Outstanding interpersonal, collaboration, and negotiation skills to influence stakeholders effectively
• Strategic thinker with sound judgment and initiative in decision-making
• Skilled at building relationships across all organizational levels and with external partners
• Adaptable and proactive in dynamic environments
• Excellent verbal and written communication skills, able to articulate a clear strategic vision to diverse audiences, including external agencies and partners

Benefits

• Travel Perks: You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: Access to health, dental, prescription and vision benefits from day one.
• Wellness Programs: Programs providing tools, resources and support for personal well-being.
• 401(k) Program: Available upon hire with employer contributions after one year.
• Additional Benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises and more.