Coordinator, Customer Experience Product Support

Coordinator, Customer Experience Product Support

This position supports product teams and applications as a business analyst responsible for identifying project impact, sourcing and grooming data, tracking OKRs, and drawing meaningful conclusions from the analysis. This job is a member of the Customer Experience Innovation and Delivery within the Customer Experience Division.

What you'll do:

• Serve as a primary coordinator for application defect triage, intake, prioritization, and follow-through with product and IT teams
• Monitor, track, and communicate production issues, defects, and system performance trends
• Partner with engineering and product teams to validate fixes, support testing, and ensure successful deployment of enhancements and bug resolutions
• Supports product playbacks with an emphasis on OKRs
• Conducts product meetings; completes product tracking/analysis reports; reports to management and business owners regarding product progress, issues, and risks
• Provides tactical support and ad-hoc research for product
• Provides quantitative analysis to inform product backlog prioritization
• Prepares value propositions and analysis in support of product prioritization
• Acts as a subject matter expert for products related to Irregular Operations and Service Recovery
• Partners with business, IT and leadership to facilitate product success
• Engages with frontline leaders and team members to solicit and incorporate feedback into product planning
• Supports product requirement definition and design through assisting with user stories and participating in retrospectives
• Identifies concerns, researches solutions and assists with testing
• Performs other duties as required

All you'll need for success:

Minimum Qualifications:

• Bachelor's degree in technology, business, aviation management, communications, or related fields, or equivalent experience
• 2 years' experience supporting business solutions or related analytical work
• Knowledge of common software applications such as Word, Excel, PowerPoint, Teams, SharePoint, Rally, or other product and project tracking tools
• Knowledge of basic data management and analysis including tools like Cognos, Mosaic, Tableau, etc.

Preferred Qualifications:

• 3 years of airline experience

Skills, Licenses & Certifications:

• Ability to effectively interact with all levels of employees
• Ability to build strong consensus and achieve results as a team
• Ability to think critically/analytically and draw meaningful conclusions from large datasets
• Ability to work under pressure, prioritize projects, meet all deadlines, balance the big picture with the requisite details and maintain flexibility
• Knowledge of corporate policies and operational processes and procedures

What you'll get:

Feel free to take advantage of all that American Airlines has to offer:

• Travel Perks: Reach 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: Access to health, dental, prescription and vision benefits on day one, plus virtual doctor visits, flexible spending accounts, and more.
• Wellness Programs: Tools, resources, and support to help you be the best version of yourself.
• 401(k) Program: Available upon hire with employer contributions after one year.
• Additional Benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more.

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+ Employee 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.