American Airlines Group

1 week ago

Specialist/Sr. Specialist, Brand Protection & Social Insights (Fort Worth, TX, US)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Translate Sprinklr social data into actionable insights that uncover root causes of customer pain points and improve customer experience. Own social and brand protection KPIs, conduct deep social listening and root-cause analysis, and partner across Operations, Airports, Inflight, and Digital to drive targeted solutions. Build executive-ready narratives and scalable dashboards using Sprinklr, Tableau, and Snowflake while proactively monitoring trends and emerging risks to prevent escalation and protect the brand.

Location: United States

Workplace: Onsite

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Mid level

Key Responsibilities

•Translate Sprinklr data into actionable insights to identify root causes of customer pain points and inform decisions to improve customer experience.
•Define and manage social and Brand Protection KPIs (e.g., CSAT, sentiment trends, response times) aligned to operational and customer impact.
•Conduct deep social listening and root cause analysis to quantify drivers of dissatisfaction and connect insights to policy gaps and operational challenges.
•Partner cross-functionally (Operations, Airports, Inflight, Digital) to validate findings and drive targeted solutions.
•Build and maintain dashboards and reporting (Sprinklr, Tableau, Snowflake) and proactively monitor trends and emerging risks to recommend actions.

Pay and Benefits

Perks:Health InsuranceDentalVision401kPet InsuranceVirtual Doctor

Key Requirements

•Bachelor’s degree in a relevant field or equivalent experience/training.
•3 years of related experience.
•Experience in social analytics, insights, or customer experience roles.
•Experience with social analytics tools (Sprinklr strongly preferred; Brandwatch and Sprout acceptable).
•Experience in high-volume customer service or service recovery environments.

Experience:3+ yearsSocial analyticsCustomer experienceService recoveryHigh-volume customer service

Education:Bachelor's in relevant field

Skills:Analytical skillsVerbal communicationWritten communicationCross-functional collaborationSelf-starter

Tech Stack:SprinklrBrandwatchSproutTableauSnowflakeMicrosoft OfficeMicrosoft Excel

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

1 week ago

Specialist/Sr. Specialist, Brand Protection & Social Insights (Fort Worth, TX, US)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Onsite

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Mid level

Key Responsibilities

•Translate Sprinklr data into actionable insights to identify root causes of customer pain points and inform decisions to improve customer experience.
•Define and manage social and Brand Protection KPIs (e.g., CSAT, sentiment trends, response times) aligned to operational and customer impact.
•Conduct deep social listening and root cause analysis to quantify drivers of dissatisfaction and connect insights to policy gaps and operational challenges.
•Partner cross-functionally (Operations, Airports, Inflight, Digital) to validate findings and drive targeted solutions.
•Build and maintain dashboards and reporting (Sprinklr, Tableau, Snowflake) and proactively monitor trends and emerging risks to recommend actions.

Pay and Benefits

Perks:Health InsuranceDentalVision401kPet InsuranceVirtual Doctor

Key Requirements

•Bachelor’s degree in a relevant field or equivalent experience/training.
•3 years of related experience.
•Experience in social analytics, insights, or customer experience roles.
•Experience with social analytics tools (Sprinklr strongly preferred; Brandwatch and Sprout acceptable).
•Experience in high-volume customer service or service recovery environments.

Experience:3+ yearsSocial analyticsCustomer experienceService recoveryHigh-volume customer service

Education:Bachelor's in relevant field

Skills:Analytical skillsVerbal communicationWritten communicationCross-functional collaborationSelf-starter

Tech Stack:SprinklrBrandwatchSproutTableauSnowflakeMicrosoft OfficeMicrosoft Excel

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