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3 months ago
American Airlines
Location: Texas, United States
Job type: Permanent
Sector: Operations
Category: Customer Service Jobs
This job is a member of the Customer Relations Team, within the Customer Experience Division.

Responsible for leading the resolution of all customer discrimination claims across American Airlines and providing visibility and coordination across the company; responsible for driving change and awareness across American Airlines.

* Leads the Customer Relations Diversity and Inclusion team responsible for investigating and resolving customer discrimination cases

* Develops a robust customer discrimination claims process and creates a team that will specialize in managing discrimination complaints to improve visibility, coordination and effectiveness across the company

* Direct, drive and improve service levels for discrimination case handling

* Increases awareness of the Team’s purpose and role across all operating environments at American Airlines to ensure the highest standards in handling discrimination cases are met

* Liaise with departments across American Airlines to work collaboratively to address passenger discrimination case handling

* Coordinates with operational workgroups (Airports, Flight Service, Flight, Reservations, Flight) to promote actions that align with American’s commitment to lead on diversity, inclusion and equality

* Monitors and stays ahead of Diversity and Inclusion, Discrimination and Customer Relations trends/practices

* Coordinates policies, procedures and standards for training development

Job Qualifications

Minimum Qualifications – Education & Prior Job Experience

* Undergraduate degree or at least 5 years’ of relevant work experience in the airline industry or customer relations or human resources roles involving investigations

* Experience leading teams under tight deadlines in a fast-paced operational environment

Preferred Qualifications – Education & Prior Job Experience

* Relevant experience working with a unionized workforce preferred

Skills, Licenses & Certifications

* Comfortable with autonomous role and ability to use good judgment

* Ability to affect change

* Ability to think critically and make clear and well-reasoned decisions, in face paced, fluid environment

* Logical and proactive approach to problem-solving

* Ability to drive change throughout the organization

Language & Communication Skills

* Excellent oral and written communication skills with ability to effectively interact with employees at all levels and from various departments within the organization

Additional Locations: None

Job Level:

Requisition ID: 16231

Nearest Major Market: Fort Worth

Nearest Secondary Market: Dallas

Job Segment:
Manager, Management

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