Analyst, Customer Care Policy and Procedure

Intro

Are you ready to explore a world of possibilities both at work and during your time off Join our American Airlines family and youll travel the world grow your expertise and become the best version of you. As you embark on a new journey youll 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 youll love this job

• This position is part of the Customer & Operational Excellence Policy & Procedures team responsible for supporting key initiatives that support our agent and airport experience
• The analyst will collaborate across multiple departments within American to design and deliver customer-facing products that align with the companys customer experience.
• In addition to core responsibilities this position may also support other areas within the Customer & Operational teams as assigned by team leadership. This could include contributing to various operational initiatives participating in travel assignments and being part of on-call rotations.

What youll 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.

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.

• Serves as the primary subject matter expert for Customer Care policies and procedures across supported products and services. Responsible for analyzing developing and maintaining clear effective documentation that supports frontline teams and aligns with business goals.
• Liaise with Airport Operations Customer Experience Training IT and other cross-functional teams to gather input and ensure alignment.
• Act as a bridge between field operations and corporate teams to ensure policy feasibility and adoption.
• Support initiatives from concept through implementation by providing policy expertise and documentation support.
• Participate in project meetings track milestones and report progress risks and dependencies.
• Coordinate training and readiness efforts for field stations impacted by policy changes.
• Provide guidance to airport leadership and frontline agents on policy interpretation and application.
• Identify barriers to policy adoption and recommend solutions requiring leadership intervention.
• Serve as a resource for escalations and complex procedural inquiries.
• Monitor feedback and performance metrics to identify opportunities for policy refinement.

All youll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelors Degree or equivalent experience/training
• 3 years of relevant experience

Preferred Qualifications- Education & Prior Job Experience

• 2 years preferred in Automation/technology/systems experience
• 2 years preferred in HDQ/analytical role
• International and/or regional experience
• Project Management experience
• Proven experience in data analysis and presentation skills
• Working knowledge of QIK CHK / SABRE
• Airport agent/CSM (gate and/or ATO) experience

Skills Licenses & Certifications

• Ability to collaborate and communicate with all levels and personalities effectively
• Strong initiative and a drive for continuous improvements
• Adapts easily to changing priorities and direction
• Proficiency in Microsoft Word Excel Powerpoint

What youll 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 6800 daily flights across our global network.
• Health Benefits: On day one youll have access to your health dental prescription and vision benefits to help you stay well. And thats 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 thats 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 lifes journey Feel free to be yourself at American.