Sr Analyst, Customer Care Policy and Procedure (Fort Worth, TX, US)

American Airlines Group
United States
Full timeFunction: Government Affairs & Public PolicyEducation: bachelorsSkills: ["Ability to work with minimal supervision","Ability to work under pressure","Prioritization","Stakeholder collaboration","Decision-making"]

Create, maintain, and communicate customer care policies and procedures to ensure consistency across airports. Serve as a liaison between corporate initiatives and frontline teams, supporting rollouts of customer and operational initiatives. Act as a subject matter expert to internal departments, partner with Training and Quality for accuracy, publish updates, recommend process improvements, and cover emergency response on-call rotations as needed.

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American Airlines Group
American Airlines Group
18 hours ago

Sr Analyst, Customer Care Policy and Procedure (Fort Worth, TX, US)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Create, maintain, and communicate customer care policies and procedures to ensure consistency across airports. Serve as a liaison between corporate initiatives and frontline teams, supporting rollouts of customer and operational initiatives. Act as a subject matter expert to internal departments, partner with Training and Quality for accuracy, publish updates, recommend process improvements, and cover emergency response on-call rotations as needed.
Location: United States
Employment Type: Full time
Job Function: Government Affairs & Public Policy
Seniority: Mid level

Key Responsibilities

  • •Create, maintain, and communicate clear customer care policies and procedures to drive consistency across airports.
  • •Support rollouts of corporate initiatives for customer, revenue, and operational pillars.
  • •Provide frontline support through policy updates, clarifications, and ongoing accuracy of resources.
  • •Serve as a subject matter expert to internal departments and contribute input to policy decisions.
  • •Participate in emergency response coverage via on-call rotation and recommend process improvements.
Travel: Medium travel

Pay and Benefits

Perks:Health Insurance401kWellness StipendPet InsuranceEmployee Assistance

Key Requirements

  • •Bachelor’s degree or equivalent experience and training.
  • •3 years of airline experience.
  • •Experience leveraging generative AI to optimize policy documentation and delivery.
  • •Using analytics to drive continuous improvement and data-informed decision-making.
  • •Preferred working knowledge of QIK CHK / SABRE and project management experience.
Experience:Airline
Education:Bachelor's
Skills:Ability to work with minimal supervisionAbility to work under pressurePrioritizationStakeholder collaborationDecision-making
Tech Stack:Microsoft OfficeOutlookWordExcelPowerPointGenerative AIAnalyticsQIK CHKSABRETicketingRevenue management

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
WebsiteLinkedIn