Sr Manager, Operations Strategic Planning

American Airlines Group
United States
Full timeFunction: Strategy & Corporate DevelopmentEducation: bachelorsSkills: ["Leadership","Strategic thinking","Problem-solving","Communication","Organizational skills"]

Lead strategic direction and large-scale projects for American’s Customer Experience and contact centers, driving initiatives that improve operational performance and customer experience. Manage a team of 10+ analysts supporting forecasting, budgeting, staffing models, and financial forecasts. Own and execute strategic and analytical work for Reservations, Service Recovery, and Contact Center Technology, evaluating processes and recommending technology and staffing improvements while presenting outcomes to senior leadership.

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American Airlines Group
American Airlines Group
12 hours ago

Sr Manager, Operations Strategic Planning

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Last checked: 12 hours agoStatus: Live

Job Summary

Lead strategic direction and large-scale projects for American’s Customer Experience and contact centers, driving initiatives that improve operational performance and customer experience. Manage a team of 10+ analysts supporting forecasting, budgeting, staffing models, and financial forecasts. Own and execute strategic and analytical work for Reservations, Service Recovery, and Contact Center Technology, evaluating processes and recommending technology and staffing improvements while presenting outcomes to senior leadership.
Location: United States
Employment Type: Full time
Job Function: Strategy & Corporate Development
Seniority: Sr. Manager level

Key Responsibilities

  • •Lead strategic direction and large-scale ad hoc projects for customer experience and contact centers to help drive best-in-class performance.
  • •Manage and lead a team of 10+ analysts across functions to improve profitability, operational performance, and customer experience.
  • •Guide analysts on statistical and trend analyses to forecast call/case volume and develop financial and staffing models.
  • •Partner with Finance to develop budgets, financial forecasts, and staffing models supporting staffing needs and customer experience initiatives.
  • •Evaluate business processes and recommend solutions to increase efficiency, operational performance, and customer experience through technology, process improvements, and staffing adjustments.

Pay and Benefits

Perks:Health InsuranceDentalVision401kFlexible SpendingEmployee AssistancePet Insurance

Key Requirements

  • •Bachelor’s degree in a relevant field or equivalent experience/training.
  • •7 years of related work experience.
  • •5 years of prior managerial experience leading teams and projects.
  • •Experience working on strategic initiatives from vision through implementation.
  • •Advanced experience with Excel modeling and presenting to senior leadership.
Experience:Contact centerStrategic initiatives
Education:Bachelor's
Skills:LeadershipStrategic thinkingProblem-solvingCommunicationOrganizational skills
Tech Stack:ExcelPowerPoint

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