American Airlines Group

15 hours ago

MD, Business Partner Performance

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 15 hours agoStatus: Live

Job Summary

Lead business partner performance across airport and contact center vendor portfolios, managing relationships at all levels while driving operational excellence through performance metrics. Partner with Airport, Contact Center, and Procurement leaders to transition vendors, address performance gaps, and control costs against KPI-driven contract expectations. Own customer experience measures (CSAT, NPS), develop leaders and teams, and collaborate with product/technology and planning/finance teams on modernization and change management.

Location: United States

Workplace: Onsite

Employment Type: Full time

Job Function: Business Operations

Seniority: Director level

Key Responsibilities

•Manage airport and contact center vendor partner portfolio relationships and establish connections with business partners at all levels.
•Partner with Airport, Contact Center, and Procurement leaders to transition vendors, proactively address performance gaps, and drive operational excellence through performance management.
•Exceed budget expectations through disciplined cost control while ensuring KPI compliance with contract provisions and related remedies/penalties.
•Deliver consistent customer experiences using voice-of-customer metrics (CSAT, NPS) and ensure staff meet company standards through training.
•Develop and implement initiatives aligned to business objectives; develop leaders and teams through feedback and performance discussions; reimagine processes and technology in partnership with product/technology teams while executing change management.

Travel: Extensive travel

Pay and Benefits

Perks:Health InsuranceDentalVision401kPet Insurance

Key Requirements

•Bachelor’s degree in Business Administration, Management, a relevant field, or equivalent work experience; advanced degree preferred.
•10+ years of progressive leadership experience leading large multi-level teams and frontline employees.
•10+ years of business, operational, and financial experience, including assessing business requirements and developing teams, with demonstrated budget management.
•Ability to travel worldwide.
•Demonstrated ability to structure vendor agreements, establish performance expectations, and drive operational excellence with contract KPI compliance.

Experience:10+ yearsAirportsContact centersVendor management

Skills:EthicsIntegrityStrategic thinkingNegotiationCritical thinking

Company Brief

American Airlines Group

Major U.S. airline providing scheduled passenger and cargo air transportation globally. Operates a large fleet and extensive domestic and international route network, serving millions of customers with diversified travel and loyalty services.

Industry: Airlines

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Fort Worth, United States

Founded: 1926

Website LinkedIn

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American Airlines Group

15 hours ago

MD, Business Partner Performance

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 15 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Onsite

Employment Type: Full time

Job Function: Business Operations

Seniority: Director level

Key Responsibilities

•Manage airport and contact center vendor partner portfolio relationships and establish connections with business partners at all levels.
•Partner with Airport, Contact Center, and Procurement leaders to transition vendors, proactively address performance gaps, and drive operational excellence through performance management.
•Exceed budget expectations through disciplined cost control while ensuring KPI compliance with contract provisions and related remedies/penalties.
•Deliver consistent customer experiences using voice-of-customer metrics (CSAT, NPS) and ensure staff meet company standards through training.
•Develop and implement initiatives aligned to business objectives; develop leaders and teams through feedback and performance discussions; reimagine processes and technology in partnership with product/technology teams while executing change management.

Travel: Extensive travel

Pay and Benefits

Perks:Health InsuranceDentalVision401kPet Insurance

Key Requirements

•Bachelor’s degree in Business Administration, Management, a relevant field, or equivalent work experience; advanced degree preferred.
•10+ years of progressive leadership experience leading large multi-level teams and frontline employees.
•10+ years of business, operational, and financial experience, including assessing business requirements and developing teams, with demonstrated budget management.
•Ability to travel worldwide.
•Demonstrated ability to structure vendor agreements, establish performance expectations, and drive operational excellence with contract KPI compliance.

Experience:10+ yearsAirportsContact centersVendor management

Skills:EthicsIntegrityStrategic thinkingNegotiationCritical thinking

Company Brief

American Airlines Group

Industry: Airlines

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Fort Worth, United States

Founded: 1926

Website LinkedIn