Director, Customer Experience - Digital Selling

Director, Customer Experience - Digital Selling View Profile

Location
: DFW Headquarters Building 8 (DFW-SV08)
Cities
:
Fort Worth - TX
Requisition : 83358

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!

• The Director, Digital Customer Experience – Selling 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 and Customer Experience mission to deliver a customer experience that is convenient, consistent, and connected.
• Additionally, this position will work closely with IT, User Experience, Revenue Management, Loyalty, Marketing, 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.
• In addition to the Product Management duties, this person will support the American Airlines Delivery Transformation efforts, aimed at accelerating the delivery of business capabilities, leveraging technology, and fostering a spirit of collaboration agility and continuous learning.

• 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’ 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 to bring out the best results for our business.
• Lead initiatives, identify and frame opportunities, and form data driven decisions to deliver on our goals for the Shopping and Selling team.
• Work across the Digital Customer Experience team to deliver product value. This includes collaborating with the Digital Centers of Excellence: UX, Analytics and Optimization to drive and measure the right results.
• Champion Delivery Transformation and define the Digital Customer Experience 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 creating and aligning Objectives and Key Results (OKRs) and business / customer outcomes to corporate goals 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.

Minimum Qualifications
- Education & Prior Job Experience

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

Preferred Qualifications
- Education & Prior Job Experience

• Advanced degree preferred
• Prior experience in related Commercial departments preferred
• Experience collaborating with technologists using Agile, Design thinking, or other expedited design and development methodologies

Skills, Licenses & Certifications

• Demonstrates the highest level of ethics and integrity
• 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…