Job Description

IntroAre 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 jobAs a Senior Manager, Global Reservations, you will play a critical role in delivering a world-class customer experience while driving day-to-day operational performance and helping to shape the strategic direction of Reservations across the global footprint. This role is accountable for delivering both exceptional customer outcomes and strong operational results intentionally blending direct operational accountability, leader-of-leaders responsibility, and enterprise-level strategic influence, with a clear mandate to elevate how customers experience American Airlines through every Reservations interaction. You are responsible not only for what results are achieved, but how they are achieved—developing leaders who consistently deliver empathetic, efficient, and high quality customer experiences while translating strategy into disciplined execution at scale.What you'll doOversee operational performance across global reservation sites, ensuring strong service, quality, productivity, cost control, compliance, and customer outcomesDirect and coordinate day‑to‑day operations through managers and frontline leadersUse reports, trends, and customer insights to identify risks, constraints, and needed corrective actionsSet priorities, deadlines, and remove barriers to ensure consistent executionEvaluate and improve procedures to strengthen efficiency, consistency, and customer experienceManage budgets and cost drivers while identifying optimization opportunitiesLead, coach, and develop managers to build leadership capability and accountabilityChampion a world‑class customer experience by using VOC/NPS and partnering cross‑functionally to close gapsTranslate strategy into executable operating plans and support cross‑functional initiatives and change effortsAll you'll need for successMinimum Qualifications- Education & Prior Job Experience• Bachelor’s degree or equivalent experience/training • 7+ years of related operational or leadership experience • Demonstrated experience leading multi layered teams through managers and people leaders in a complex, fast paced environment • Proven experience as a leader of leaders, with sustained responsibility for developing leadership capability and holding leaders accountable for results and behaviorsPreferred Qualifications- Education & Prior Job Experience• At least 5-years demonstrated experience effectively managing and motivating large teams• Experience leading large, high volume, customer facing operations, including responsibility for performance across multiple teams, sites, or geographies • Demonstrated success driving operational performance and customer experience outcomes at scale • Proven ability to lead and execute through cross functional partnerships in a matrixed organization, influencing outcomes without direct authority • Experience partnering closely with functions such as Strategy, Technology, Quality, Training, Policy, Legal, Finance, and People • Demonstrated ownership of customer experience outcomes, leveraging customer insights, quality metrics, and feedback to drive continuous improvement • Proven ability to lead through change, ambiguity, and transformation while maintaining operational stability and customer experience standardsSkills, Licenses & Certifications• Knowledge of AA Policy and Procedures• Familiarity with functional area• Outstanding interpersonal, verbal, and written communications skills, including the ability to effectively communicate at all levels within the organization• Ability to lead management, non-management, large and contract labor work groups• Ability to concurrently handle multiple responsibilities• An engaging, results focused leader with the ability to develop teams and improve performance• A desire to champion consistently high standards of service with a focus on continuous improvement• Excellent strategic, analytical, project management and communication skills with proven ability to successfully partner with a wide range of stakeholders• Strong organizational and multitasking skills and attention to detail• Ability to influence othersWhat you'll getFeel 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 moreFeel free to be yourself at AmericanFrom 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+ Team Member 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.

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