• Job Description

  Req#: 70360

  Location: DFW Headquarters Building 8 (DFW-SV08)
  Additional Locations: None
  Requisition ID: 70360

  Intro

  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

  • Take a lead role in establishing a comprehensive training strategy for frontline leaders in Airports, Cargo, and Contact Centers, with a priority on Airport Customer Service Managers.
  • Work to equip these leaders with the skills and knowledge to succeed in the many different operating environments across the system.
  • The role is a part of the Operational Excellence Training team within the Airport Operations group.

  What you'll do

  As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

  • Design a comprehensive strategy and that establishes a foundation for Customer Service Managers (CSMs) success over their first year in the role, considering broad leadership responsibilities and role-specific requirements
  • Ensure effective training programs and processes to equip new and experienced CSMs and other leaders to effectively lead their team members in the successful implementation and execution of strategic initiatives, including new technologies and process efficiencies
  • Support the development of measurements and processes to evaluate effectiveness of CSM leadership capabilities and training effectiveness
  • Engage with airport leadership to ensure continued focus on training principles as CSMs return to the operation
  • Facilitate dialogue and sharing across stations through centralized and coordinated training opportunities
  • Facilitate Leadership training, as needed
  • Limited travel will be required as needed to meet with airport leaders and Training for airport, cargo, and contact center leaders
  • Engage with other HDQ teams including multiple Airport Support functions, Labor, Enterprise Learning, and People Business Partners to ensure relevant and effective training programs

  All you'll need for success

  Minimum Qualifications- Education & Prior Job Experience

  • Bachelor's degree in business management, organizational development, learning and development, or equivalent training/experience
  • 3+ years of training, leadership training or relevant experience.

  Preferred Qualifications- Education & Prior Job Experience

  • Prior experience developing training for frontline leaders
  • Prior leadership experience

  Skills, Licenses & Certifications

  • Exemplary project management skills: Demonstrated experience in leading large-scale initiatives and skillfully navigating competing priorities to ensure successful project outcomes.
  • Outstanding written and verbal communication abilities: Advanced facilitation and presentation skills, with the capacity to convey ideas in a business-friendly and user-friendly manner.
  • Proficient in designing development strategies: Utilizes adult learning theory and learning evaluation methods effectively.
  • Robust strategic and critical thinking skills: Consistently makes well-informed decisions and identifies innovative solutions to complex challenges.
  • Exceptional aptitude for building strong relationships: Successfully forms partnerships across various functions and leadership levels.
  • Adaptive and flexible: Thrives within a dynamic and ever-changing environment, demonstrating adaptability and flexibility.

  What you'll get

  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

  Feel free to be yourself at American

  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.

  Additional Locations: None
  Requisition ID: 70360

• About the company

  American Airlines Group Inc. is an American publicly traded airline holding company headquartered in Fort Worth, Texas.

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