MD, Onboard Customer Experience

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 Managing Director of Onboard Customer Experience provides leadership, vision, and strategic direction around the development and implementation of the products we deliver to our customers along their travel journey, focusing specifically while inflight and onboard our aircraft, both mainline and regional 

What you'll do

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.  

 

• Responsible for implementing the Customer Experience strategy around onboard customer experience, including fleet retrofit and overall cabin experience and amenities, as well as connectivity growth with Wi-Fi and inflight entertainment
  • Leads strategy, design and execution of aircraft cabin experience and seating configurations and features
  • Leads strategy, design and execution of the connected cabin experience and inflight entertainment
• Continuously evaluates and leads improvement of customer facing decisions on fleet design, soft goods, Wi-Fi and inflight entertainment to ensure customers grow their participation in AAdvantage and that team members can simply and consistently deliver services that drive customer value
• Oversees development and launch of new strategic partnerships in inflight entertainment and connectivity
• Partners with leaders across the commercial and operations teams to achieve enterprise goals, including increased revenue, NPS and loyalty
• Champion creativity and innovation, challenging the status quo to deliver distinctive, brand-defining experiences for American customers
• Lead, develop, and coach a multi-level team, fostering creativity, collaboration, and accountability

All you'll need for success

Minimum Qualifications – Education & Prior Job Experience  

• Bachelor’s degree in relevant field or equivalent knowledge/experience; Advanced degree preferred 
• 10 years of progressive experience in leadership roles, overseeing large workgroups with cross-functional teams; experience with airline workgroups preferred  

 

Skills, Licenses, and Certifications 

• Demonstrates the highest standards or personal ethics and integrity 
• Deep understanding of our customers, our business/competitive environment, and airline economics 
• Demonstrated passion for innovation, speed to market, and team-based solution development  
• Action-oriented, results-driven visionary leader with a natural aptitude for seeking opportunities that transform existing business models; ability to create and execute strategy  
• Ability to think strategically, negotiate skillfully, digest complex details, and use sound judgment and initiative in making decisions 
• Ability to be flexible in rapidly changing conditions and priorities; entrepreneurial, adaptable, resilient, and able to handle ambiguity  
• Ability to identify creative and innovative solutions to complex problems 
• Ability to drive collaboration and facilitate effective relationships across different work groups and levels of the company 
• Ability to influence through outstanding interpersonal, collaboration, and negotiation skills 
• Excellent planning, problem solving, analytical, and critical thinking ability  

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.