Program Manager, Training Strategy and Operational Excellence

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!

Why you'll love this job

You will lead the development and management of strategic training programs that support safety, customer service, and operational excellence across Airports and Cargo. In this role, you will collaborate with stakeholders, anticipate business needs, and use data and innovation to continuously improve learning experiences. If you are passionate about shaping impactful training strategies, driving results, and making a measurable difference—this is the role for you.

What you'll do

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.

• Partner with stakeholders to assess training needs and develop strategic learning solutions.
• Manage training programs from initial planning through implementation, sustainment, and warranty.
• Apply strong project management skills to drive timelines, deliverables, and coordination across teams.
• Monitor evolving business needs to anticipate and plan for future training requirements.
• Design programs that reinforce safety, elevate customer service, and support operational excellence.
• Use data and measurement tools to evaluate training effectiveness and guide continuous improvement.
• Integrate innovation into training delivery through process improvement, AI, and modern learning formats.
• Maintain proactive communication and strong relationships across airport and cargo operations.
• Ensure training programs are scalable, sustainable, and responsive to frontline realities.
• Maintain documentation and reporting to support transparency, compliance, and continuous improvement.

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor's Degree or equivalent experience 
• 3+ years of relevant experience 
  • Project management or program management experience

Preferred Qualifications- Education & Prior Job Experience

• Previous experience working with or supporting frontline airport or contact center teams
• Experience developing training strategies or managing training programs
• Familiarity with airport and customer service policies, procedures, and systems

Skills, Licenses & Certifications

• Strong organizational, prioritization, and multitasking skills with attention to detail
• Effective written and verbal communication skills
• Ability to present and articulate complex concepts in a clear and concise manner
• Proven project management skills with experience coordinating multi-faceted initiatives
• Intermediate or higher proficiency in Microsoft Office Suite, especially Excel, PowerPoint, Word, and Asana

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+ 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.