Project Manager/Sr Project Manager, Customer Experience - Accessibility

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

The role is a part of the Customer Care Support and Accessibility team within our Airport Excellence group. On the Customer Accessibility team, you will take a key leadership role in ensuring American delivers on an industry leading Accessible experience. This position will oversee the successful implementation of a cohesive Accessibility strategy across the organization, requiring the ability to build strong relationships with both internal and external stakeholders. 

What you'll do

• Serves as Project Manager for ongoing and new accessibility initiatives

• Advocates for the Accessible Customer throughout the entire enterprise, driving visibility and awareness

• Represents American Airlines on working groups related to accessibility efforts

• Builds productive relationships with operational leaders to ensure we deliver strong performance on Accessibility related metrics including Wheelchair MBR

• Has in depth knowledge of disability regulations, including the U.S. Department of Transportation’s (DOT) Air Carrier Access Act (ACAA), to ensure American’s compliance and provide consultation where needed

• Leads and provides project management of Airport/Reservations automation enhancements and training for the system with emphasis on continuous improvement of the customer experience and accessibility

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor’s Degree in Business, or equivalent project management experience/training

• Project management experience/training

• 3 years experience in Airports and/or Reservations environment

• Experience with airline and customer policy/procedure analysis and development

Preferred Qualifications- Education & Prior Job Experience

• Experience leveraging generative AI to optimize policy documentation and delivery while improving customer and employee procedures

Skills, Licenses & Certifications

• Knowledge of Native Sabre, AACoRN, QIK Res, Word, Excel

• Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc

• Knowledge of cultural diversity and awareness around global interaction

• Knowledge of business unit functions and cross-group relationships

• Knowledge of process and business of Airports and/or Reservations with background in varied specialized departments

• Knowledge of business processes

• Negotiating and consensus building skills

• Strong project management skills

• Strong organizational, planning, and analytical skills

• Strong interpersonal skills combined with strong presentation skills

• Ability to have a high degree of initiative and motivation

• Ability to build alliances and reach effective solutions across multiple departments within American and with other partner airlines

• Ability to demonstrate collaborative work experience

• Ability to manage multiple projects simultaneously

• Project Management certification

• Using analytics to drive continuous improvement, and enable data-informed decision-making•

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.