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
American Airlines Vacations owns products, designs analysis & strategy and drives execution to create value for customers seeking travel experiences beyond air-only. Our products drive profitability for American Airlines and create seamless experiences across the entire customer travel journey - from ground to air to hotel and more.
Responsible for owning products and strategic decision-making to innovate the AA Vacations customer experience and drive optimization of our ecommerce platform
The job is a member of the AA Vacations team within the Customer Division.
What you'll do
Acts as Subject Matter Expert (SME) for AA Vacations and Car Planner products in the business/decision-making process on setting strategy, scope, design, and prioritization
Develops strategies to optimize AA Vacations' user experience and booking path against overall American objectives in B2C and B2B packaged travel channels
Drives platform analysis, experiments, and cross-organization prioritization to improve upsell, cross-sell and support monetization, loyalty and cobrand initiatives
Conducts primary research to understand consumer ecommerce trends and collects market intelligence on vacation platforms to inform future approach and best practices
Acts as primary liaison and voice of the customer between internal and external users and AA Vacations stakeholders, including senior management and partners
Communicates/educates Reservations team on new features/functionality and product updates, and provides additional information for training material as required
Creates processes to identify irregularities and investigates unknown or erroneous customer experience failures within the AA Vacations ecommerce platform to drive continuous improvement and resolution
Supports and assists in new supplier relationship development and communicating requirements to appropriate teams to enable effective prioritization
Supports customer relations requests for additional information related to customer complaints, and research as necessary
Turns strategy into business requirements, submits enhancement requests, and review/approve functional specifications for AA Vacations platform changes, upgrades and enhancements
Assists with test planning to ensure appropriate techniques/methodologies were used when testing
Provides ad-hoc reporting and leads special projects in support of the operation and business
Provides ad-hoc reporting in support of the operation
All you'll need for success
Minimum Qualifications- Education & Prior Job Experience
Bachelor's degree or equivalent experience/training
3 years of relevant work experience
Experience testing APIs / web services
Experience in Quality Assurance, including use of various test techniques and approaches
Preferred Qualifications- Education & Prior Job Experience
Relevant work experience in web/digital channels, including UX and booking path optimization
Experience with third party ecommerce and loyalty platform companies
Experience with XML or ability to read HTML
SABRE experience
Skills, Licenses & Certifications
Strong aptitude and appetite for learning new technologies and domains and connecting them with business strategy
Ability to maintain professional demeanor in fast-paced, dynamic work environment
Strong critical thinking, analytical and problem solving skills are needed, along with accuracy and attention to detail
Must be highly organized and detailed-oriented
Must possess ability to handle multiple projects simultaneously, effectively prioritize, manage change and customer expectations
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+ 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.
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.
EQUAL EMPLOYMENT OPPORTUNITY/ AFFIRMATIVE 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.
