MD, Customer and Operational Excellence

About the position

The Managing Director of Customer and Operational Excellence is responsible for driving a technology-first mindset to strengthen efficient utilization of resources for airports and contact centers. This role will partner with other teams across AA to support operations and contact center strategies by streamlining policy, processes, and procedures.

Responsibilities

• Enhance and deliver processes, policies, and practices that ensure the company is the industry leader for proactive, high quality, and customer-focused service across airports and contact centers
• Instill an organizational culture focused on providing the best in class customer experience
• Inspire, lead, and develop teams dedicated to delivering an effortless experience for our customers and team members as measured through NPS, objective performance data, MBR, and team member/customer effort scores
• Develop procedures, and process to incorporate team member and customer feedback into our customer experience strategy
• Improve MBR performance through below-the-wing process simplification
• Implement strategic plans to deliver performance on customer KPIs such as customer complaints, volumes, and customer satisfaction levels
• Develop systems to record, assess, and analyze customer feedback from web ref/.com articles. Utilize insights to drive continuous improvement and resolve recurring issues
• Manage budgets and expense processes for the Policy and Procedure team and ensure that financial goals are achieved and resources are utilized efficiently
• Review and evaluate automation tools and makes recommendations to improve efficiencies, reduce costs, and improve customer experience
• Provide clear and concise, data-driven presentations that drive change throughout the organization
• Craft a long-term strategic vision for the business unit and implement a plan to bridge the present state with the future
• Provide thought leadership on process improvements, including documenting and prioritizing business requirements for system enhancements and new implementations in airport and contact center operations
• Manage, motivate, and hold Policy and Procedures team accountable for optimum and quality productivity
• Ensure a culture focused on team member development through scorecards, one on one, skip-level, and team meetings with a focus on productivity and quality measurement, performance feedback, and recognition

Requirements

• Bachelor's Degree in Business Administration/Management or equivalent experience/training
• 10 years of progressive airport leadership experience, including leading multi-level teams
• P&L budget management experience
• 2 years of airport operations leadership experience above and below-the-wing
• Ability to be an action-oriented, process and results-driven leader, with a natural aptitude for engaging team members across multiple workgroups, as well as advocating and managing change
• Demonstrated ability to deliver results while simultaneously managing multiple priorities and projects
• Demonstrated expertise in process improvement
• Demonstrated ability to quickly analyze data and make decisions in the best interests of the company
• Highly collaborative and diplomatic; curious, patient, open and honest; able to develop strong working relationships across matrixed teams
• Proven ability to influence cross-functional teams with exceptional relationship-building skills demonstrated by the ability to grow and nurture relationships
• Strong decision-making and organizational skills, with the ability to optimize the use of all available resources and deliver on multiple priorities
• Ability to influence others through outstanding interpersonal skills, collaboration, and negotiation skills
• Ability to think strategically and use sound judgment and initiative in making decisions
• Excellent verbal and written communication skills, with the ability to effectively and clearly communicate a strategic and tactical vision to all levels within the organization, as well as with external agencies and business partners
• Proficient in Microsoft Word, Excel, Outlook, Access, co-Pilot, and other Company systems, as needed

Nice-to-haves

• Believes in and promotes the American Airlines five leadership attributes: Caring, Collaboration, Development, Results, Future

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: Resources and support to help you be the best version of yourself.
• 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.