24 days old

Project Manager/Senior Project Manager, Customer Experience

American Airlines
Fort Worth, TX 76102

Location: DFW Headquarters Building 8 (DFW-SV08) 
Additional Locations: None
Requisition ID: 37600 


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
  • ​This job is a member of the Customer Solutions Team within the Customer Experience Innovation and Delivery Division.
  • Responsible for managing the projects and reporting project progress and issues to management. Also responsible for leading customer planning teams through phases of business readiness for projects using standard project management methodology and tools.
What you'll do
  • Has a full-life-cycle mentality for a product, from conceptualization through scaling
  • Owns the problems, works with sponsor users, identifies and develops personas, defines the minimum viable product (MVP), and defines hypotheses while collaborating with their squad on the overall user experience 
  • Leads playbacks with sponsor users and stakeholders, and creates a continuous feedback loop with the users
  • Defines and delivers on objectives and key results (OKRs)
  • Identifies and prioritizes backlog of problems that need to be addressed
  • Owns and collaborates on proving, scaling and benefitting
  • Manages all stakeholder relationships relative to a product with an empathetic approach
  • Works collaboratively with the Product Manager and Product Team to transition problem statements into great experiences for our team members and customers
  • Provides perspective from all stakeholder angles (customer, technical, business) for the team
  • Acts as the voice of the customer in the product vision
  • Is responsible for assessing the feasibility, usability, value and viability of all potential features
  • Ensures the voice of the customer is heard within the organization with a focus on adoption
  • Provides evidence of the product’s value to customers and the organization through user testing
  • Engages the customer, team and the wider organization to show ongoing product value and success
  • Is invested in a Modern Agile delivery transformation process to continuously improve product quality, time to market, and team member satisfaction
All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

  • Bachelor’s degree in business or technical field or equivalent experience.
  • Minimum two years of experience in product related role(s) 
  • Demonstrable experience with Modern Agile methodology
  • Experience with airline technology
  • Experience with strategy development, product development and Design Thinking

Preferred Qualifications- Education & Prior Job Experience

  • Prior experience as a Product Owner
  • Knowledge of OKR product funding process
  • Experience with Airports and related functions and technologies (QIK, YADA, ROVR, Soleil, etc.)
  • Design Thinking training and/or certifications preferred

Skills, Licenses & Certifications

  • N/A
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: 37600 


Posted: 2020-03-06 Expires: 2020-04-05

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Project Manager/Senior Project Manager, Customer Experience

American Airlines
Fort Worth, TX 76102

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