Coordinator, Customer Experience Product Support

About the Role Coordinator, Customer Experience Product Support at American Airlines. Location: DFW Headquarters Building 8 (DFW-SV08), Fort Worth, TX. Posting starts 6/11/26. Requisition ID 85985. As a member of the Customer Experience Innovation and Delivery team, you will support product teams and applications as a business analyst, identifying project impact, sourcing and grooming data, tracking OKRs, and drawing meaningful conclusions from analysis. Responsibilities 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. Support product playbacks with an emphasis on OKRs. Conduct product meetings; complete tracking/analysis reports; report to management and business owners regarding product progress, issues, and risks. Provide tactical support and ad‑hoc research for product. Provide quantitative analysis to inform product backlog prioritization. Prepare value propositions and analysis in support of product prioritization. Act as subject matter expert for products related to Irregular Operations and Service Recovery. Partner with business, IT, and leadership to facilitate product success. Engage with frontline leaders and team members to solicit and incorporate feedback into product planning. Support product requirement definition and design through assisting with user stories and participating in retrospectives. Identify concerns, research solutions, and assist with testing. Perform other duties as required. Qualifications 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. Ability to conceptualize, create and present analyses and strategies to all levels of leadership. Skills, Licenses & Certifications Effective interaction with all levels of employees. Strong consensus building and teamwork. Critical/analytical thinking and data interpretation. Ability to work under pressure, prioritize projects, meet deadlines, and maintain flexibility. Knowledge of corporate policies and operational processes and procedures. Benefits Travel Perks: Access to over 6,800 daily flights to 365 destinations. Health Benefits: Comprehensive health, dental, prescription, vision; virtual doctor visits; flexible spending accounts. Wellness Programs: Tools, resources, and support. 401(k) Program: Employer contributions available after one year, depending on workgroup. Additional Benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises. EEO Statement Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on merit without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status, or employment status. We support and obey laws that prohibit discrimination everywhere we do business. American Airlines, Inc. fully considers all qualified applicants, including those with a criminal history. ©2025, American Airlines, Inc. #J-18808-Ljbffr American Airlines