Project Manager/Sr Project Manager, Customer Experience - Accessibility

American Airlines • Dallas, TX

28d

About The Position

The role is a part of the Customer Care Support and Accessibility team within our Airport Excellence group. On the Customer Accessibility team, you will take a key leadership role in ensuring American delivers on an industry leading Accessible experience. This position will oversee the successful implementation of a cohesive Accessibility strategy across the organization, requiring the ability to build strong relationships with both internal and external stakeholders.

Requirements

• Bachelor’s Degree in Business, or equivalent project management experience/training
• Project management experience/training
• 3 years experience in Airports and/or Reservations environment
• Experience with airline and customer policy/procedure analysis and development
• Knowledge of Native Sabre, AACoRN, QIK Res, Word, Excel
• Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc
• Knowledge of cultural diversity and awareness around global interaction
• Knowledge of business unit functions and cross-group relationships
• Knowledge of process and business of Airports and/or Reservations with background in varied specialized departments
• Knowledge of business processes
• Negotiating and consensus building skills
• Strong project management skills
• Strong organizational, planning, and analytical skills
• Strong interpersonal skills combined with strong presentation skills
• Ability to have a high degree of initiative and motivation
• Ability to build alliances and reach effective solutions across multiple departments within American and with other partner airlines
• Ability to demonstrate collaborative work experience
• Ability to manage multiple projects simultaneously

Nice To Haves

• Experience leveraging generative AI to optimize policy documentation and delivery while improving customer and employee procedures
• Project Management certification
• Using analytics to drive continuous improvement, and enable data-informed decision-making

Responsibilities

• Serves as Project Manager for ongoing and new accessibility initiatives
• Advocates for the Accessible Customer throughout the entire enterprise, driving visibility and awareness
• Represents American Airlines on working groups related to accessibility efforts
• Builds productive relationships with operational leaders to ensure we deliver strong performance on Accessibility related metrics including Wheelchair MBR
• Has in depth knowledge of disability regulations, including the U.S. Department of Transportation’s (DOT) Air Carrier Access Act (ACAA), to ensure American’s compliance and provide consultation where needed
• Leads and provides project management of Airport/Reservations automation enhancements and training for the system with emphasis on continuous improvement of the customer experience and accessibility

Benefits

• 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 more

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees