Director, Service Recovery

Intro

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 of Service Recovery provides strategic direction in the design and implementation of forward‑thinking processes and policies to position the company as a leader in proactive, customer‑centric service recovery. This role is not just about responding to issues; it’s about anticipating customer needs and leveraging emerging technologies, including AI, to deliver seamless, personalized recovery experiences.

You’ll oversee a team of Service Recovery professionals, focusing relentlessly on enhancing the customer experience, balancing operational efficiency with high‑quality responses, and driving customer service initiatives based on direct feedback. This position will be responsible for developing and executing strategies to reduce complaints and contact volumes, elevate satisfaction and loyalty, and establish robust systems for continuous improvement.

As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non‑essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

• Lead the strategic integration of advanced technologies (including AI and automation) into service recovery processes, ensuring solutions are customer‑centric and operationally sound
• Partner with cross‑functional teams to evaluate and implement emerging platforms that enhance recovery capabilities
• Manage the team responding to customer feedback received by phone, email, chat, and social media
• Serve as the executive escalation contact responsible for providing prompt internal feedback and customer responses, as well as driving process improvement
• Support the implementation and improvement of service recovery processes, policies, and practices to enhance customer‑centricity within the department
• Guide Service Recovery team members, fostering operational excellence and accountability in daily activities
• Focus on enhancing customer experience by ensuring efficient, high‑quality responses to service recovery issues
• Advocate for customer service initiatives based on direct customer feedback and collaborate with teams to drive incremental improvements
• Contribute to the development and execution of departmental plans to help predict, prevent, and reduce customer complaints and contact volumes, supporting overall satisfaction and loyalty goals
• Assist in managing budgets and resource allocation for service recovery and call center operations, ensuring efficient use of resources
• Prepare and deliver data‑driven presentations to support departmental initiatives and service excellence efforts

• Bachelor’s degree in Business Administration, Management, a related field, or equivalent work experience.
• 7 years of progressive leadership experience, including leading multi‑level teams and frontline employees
• 7 years of business, operational, and financial experience with proficiency in assessing business requirements and developing teams; demonstrated budget management experience

• MBA or advanced degree in a relevant field
• Experience implementing AI, machine learning, or automation tools in customer service or operations

• Demonstrates the highest standards of personal ethics and integrity
• Ability to be an action‑oriented, process and results‑driven leader, with a natural aptitude for engaging employees across multiple work groups, as well as…