18 days old

Director, Digital Customer Experience - Shop, Buy and Ancillaries

American Airlines
Fort Worth, TX 76102

Location: DFW Headquarters Building 8 (DFW-SV08) 
Additional Locations: None
Requisition ID: 34151 


Are 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 job
  • The Director, Digital Customer Experience - Shop, Buy and Ancillaries will be responsible for Product Management of our Digital Booking path –revenue and award- as well as of our Ancillary products. This position will lead a team of managers and senior managers who, at their core, serve the Digital mission to create connected, meaningful, and personal digital experiences.
  • Additionally, this position will work closely with IT, User Experience, Revenue Management, Marketing, Sales, and other departments in developing the Shop, Buy, and Ancillaries product roadmap and will be accountable for product objectives and key results that align to corporate strategy.  The key responsibility will be in developing Talent that works with internal and external stakeholders to understand, prioritize, define, and implement solutions for customer and business needs.  This role will lead a team currently undergoing American Airlines Delivery Transformation efforts, which is an organizational and cultural shift aimed at accelerating the delivery of business capabilities, while leveraging technology and fostering a spirit of collaboration agility and continuous learning.
What you'll do
  • Lead the team that sets product vision and strategy for the Shop, Buy, and Ancillary Product groups and will translate business and customer experience goals into product strategies and features
  • Oversee the innovation and improvement of the business’s product, as well as the day-to-day product activities, in such a way that ensures that the product is constantly growing to suit the consumers’ needs in order to bring out the best results for the business
  • Work across the Digital Customer Experience team to deliver product value. This includes collaborating with the Digital Centers of Excellence: UX, Analytics and Optimization in order to drive and measure the right results
  • Champion Delivery Transformation and define the Digital Customer Experience (DCX) Product Culture, focused on the importance of continued testing and learning which promotes continuous innovation and true collaboration, values designers and engineers, and motivates the team
  • Hold team accountable for Objectives and Key Results (OKRs) and business / customer outcomes that define success and challenges them to measure, refining and adjusting those goals and communicating them to obtain alignment
  • Ensure that the Product team is resourced appropriately by working with finance on business cases and funding, while also ensuring the right resources are in place to execute on the roadmap and OKRs
  • Advocate for the latest cloud, mobile and software applications that are relevant to driving customer engagement, customer satisfaction, and revenue, in order to make American a leader in travel technology applications
  • Develop capabilities of a large team through coaching, counseling, and providing growth opportunities
  • Create a culture which fosters a professional workplace, strong work ethic, and company pride
All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

  • Bachelor’s degree in relevant field or equivalent experience/training; Master’s preferred
  • 7 years of leadership experience, overseeing large cross-functional teams

Preferred Qualifications- Education & Prior Job Experience

  • Prior experience in related Commercial departments preferred
    All you'll need for success (Continued)

    Skills, Licenses & Certifications

    • Creative thinker, high energy level, solutions and results-oriented, customer focused, and passionate about technology and American
    • Highly developed interpersonal skills, demonstrated through experience developing and growing internal, external, and cross-functional relationships
    • Skilled in stakeholder management and internal evangelism, as well as proven ability to build and facilitate relationships at all levels of the organization, both internally and externally
    • Experience collaborating with technologists using Agile, Design thinking, or other expedited design and development methodologies
    • Experience managing and implementing large, complex projects
    • Experience of driving execution, including Product Planning, Customer Discovery, and Product Development processes
    • Sound knowledge of the Vision and Strategic setting process, as well as strong problem solving, negotiation, and critical thinking ability
    • Ability to respond quickly and positively to changing priorities
    • Proven ability of identifying, recruiting, and development talent
    • Believes in and promotes the American Airlines five leadership attributes:
      • Caring – we care about all team members
      • Collaboration – We succeed as a team
      • Development – We build future leaders
      • Results – We drive to be the best
      • Future – We continually challenge the status quo
    What you'll get

    Feel 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 more
    Feel Free to be yourself at American

    From 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+ Employee 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.

    Additional Locations: None
    Requisition ID: 34151 


    Posted: 2019-11-02 Expires: 2019-12-02

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    Director, Digital Customer Experience - Shop, Buy and Ancillaries

    American Airlines
    Fort Worth, TX 76102

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