Specialist/Sr. Specialist, Brand Protection & Social Insights

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 The Specialist/ Sr Specialist, Brand Protection Resolution & Social Insights translates Sprinklr data into actionable insights that uncover the root causes of customer pain points and inform strategies to improve customer experience. This role defines and analyzes key performance metrics, conducts deep social listening, and partners cross-functionally to address operational drivers of dissatisfaction and mitigate emerging risks. Through clear, executive‑ready storytelling and scalable reporting, the role enables proactive decision‑making to protect the brand and drive continuous improvement at scale. This job is a member of the Brand Protection Team with the Service Recovery Organization. What you'll do Translate Sprinklr data into actionable insights that identify root causes of customer pain points and inform business decisions to improve the customer experience. Define and manage social and Brand Protection KPIs (e.g., CSAT, sentiment trends, response times), ensuring alignment to operational and customer impact—not vanity metrics. Conduct deep social listening and root cause analysis to quantify drivers of dissatisfaction and connect insights to policy gaps, process breakdowns, and operational challenges. Partner cross‑functionally (Operations, Airports, Inflight, Digital) to validate findings and drive targeted solutions that address underlying issues. Develop clear, executive‑ready narratives that articulate what happened, why it happened, and recommended actions to influence leadership decision‑making. Build and maintain dashboards and reporting (Sprinklr, Tableau, Snowflake) to deliver accurate, scalable, and automated insights aligned to business priorities. Proactively monitor trends and emerging risks, surfacing issues early and recommending actions (e.g., staffing, workflow, policy updates) to prevent escalation and protect the brand. All you'll need for success Minimum Qualifications – Education & Prior Job Experience Bachelor’s degree in relevant field or equivalent experience/training 3 years related experience Preferred Qualifications – Education & Prior Job Experience Experience in social analytics, insights, or customer experience roles Experience in social analytics tools (Sprinklr strongly preferred; Brandwatch, Sprout acceptable) Experience in high‑volume customer service or service recovery environments Skills, Licenses & Certifications Strong analytical skills, including the ability to clearly and effectively create reports that articulate insights and recommended actions Outstanding verbal and written communications skills Highly collaborative; skilled at working cross‑functionally to drive results Proficiency in Microsoft Office products, in particular, Microsoft Excel Flexibility to ensure effective management of 24/7 schedule Ability to develop and adhere to timelines, manage projects with minimal supervision and work well in a team environment Ability to be innovative and creative Self‑starter, highly motivated and ability to work independently What you'll get 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. Equal Employment Opportunity / Affimitive Action Policy American Airlines maintains a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled veteran or other protected veteran, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, the following employment decisions and practices: hiring; upgrading; promotions; demotions or transfers; layoffs; recalls; terminations; rates of pay or other forms of compensation; selection for training, including apprenticeship; and recruitment or recruitment advertising. #J-18808-Ljbffr American Airlines