Director, Service Recovery

IntroAre 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 jobThe 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.What you'll doAs 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 soundPartner with cross-functional teams to evaluate and implement emerging platforms that enhance recovery capabilitiesManage the team responding to customer feedback received by phone, email, chat, and social mediaServe as the executive escalation contact responsible for providing prompt internal feedback and customer responses, as well as driving process improvementSupport the implementation and improvement of service recovery processes, policies, and practices to enhance customer-centricity within the departmentGuide Service Recovery team members, fostering operational excellence and accountability in daily activitiesFocus on enhancing customer experience by ensuring efficient, high-quality responses to service recovery issuesAdvocate for customer service initiatives based on direct customer feedback and collaborate with teams to drive incremental improvementsContribute to the development and execution of departmental plans to help to predict, prevent, and reduce customer complaints and contact volumes, supporting overall satisfaction and loyalty goalsAssist in managing budgets and resource allocation for service recovery and call center operations, ensuring efficient use of resourcesPrepare and deliver data-driven presentations to support departmental initiatives and service excellence effortsAll you'll need for successMinimum Qualifications- Education & Prior Job ExperienceBachelor’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 in the global contact center space7 years of business, operational, and financial experience with proficiency in assessing business requirements and developing teams; demonstrated budget management experiencePreferred Qualifications- Education & Prior Job ExperienceMBA or advanced degree in a relevant fieldExperience implementing AI, machine learning, or automation tools in customer service or operationsSkills, Licenses & CertificationsDemonstrates the highest standards of personal ethics and integrityAbility to be an action-oriented, process and results-driven leader, with a natural aptitude for engaging employees across multiple workgroups, as well as advocating and managing changeAbility to inspire new concepts and ideas that lead to a visionary and future-oriented mindset for the teamAbility to translate data and metrics into measurable recommendationsHighly collaborative and diplomatic; curious, patient, open and honest; able to develop strong working relationships across matrixed teamsAbility to bring people together to build and execute clear business plansStrong decision-making and organizational skills, with the ability to optimize the use of all available resources and deliver on multiple prioritiesAbility to influence others through outstanding interpersonal skills, collaboration, and negotiation skillsAbility to think strategically and use sound judgment and initiative in making decisionsAbility to build and facilitate relationships at all levels of the organization, both internally and externallyAbility to productively and proactively adjust to dynamic situationsExcellent verbal and written communication skills, with the ability to effectively and clearly communicate a strategic and tactical vision to all levels within the organization, as well as with external agencies and business partnersWhat you'll getFeel 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 moreFeel free to be yourself at AmericanFrom 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+ Team Member 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.