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, Service Recovery supports American Airlines' global network of service recovery partners by monitoring performance, ensuring compliance with company standards, coordinating training and communications, and assisting with escalated customer issues. The role serves as a key liaison between internal teams and partner locations, using reporting and trend analysis to identify improvement opportunities, drive operational consistency, and enhance the customer experience across the global network.
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.
Serve as a primary liaison between American Airlines and global service recovery partner locations
Monitor partner performance and service delivery against established operational, quality, and customer experience standards
Track and analyze performance metrics, trends, and key performance indicators to identify risks and improvement opportunities
Support the resolution of escalated customer service and operational issues by coordinating with internal teams and partner locations
Maintain oversight of partner compliance with company policies, procedures, and service recovery requirements
Coordinate training activities, communications, and process updates to ensure consistent execution across the partner network
Prepare reports, dashboards, presentations, and operational summaries for leadership review
Assist with quality assurance reviews, audits, and performance evaluations of partner locations
Identify operational efficiencies and recommend process improvements to enhance customer outcomes and partner performance
Support operational readiness during irregular operations (IROPs) and disruption events
Collaborate with Customer Experience, Operations, Vendor Management, and other cross-functional teams to ensure alignment on business objectives
Maintain accurate records, documentation, and performance tracking tools
All you'll need for success
Minimum Qualifications- Education & Prior Job Experience
Bachelor's degree in Business, Operations, Aviation, Customer Experience, or a related field, or equivalent experience/training
2 years of experience in operations, customer service, vendor management, project coordination, or a related business function
Preferred Qualifications- Education & Prior Job Experience
Experience supporting outsourced vendor or partner relationships
Experience in airline operations, customer experience, contact centers, or service recovery environments
Knowledge of aviation industry practices and operational processes
Experience developing reports, dashboards, and performance tracking tools
Experience supporting quality assurance, compliance, or operational governance programs
Familiarity with customer experience and performance management metrics
Experience working with global teams and cross-cultural business partners
Skills, Licenses & Certifications
Strong analytical and reporting skills
Performance monitoring and trend analysis
Vendor and partner relationship management
Customer service and service recovery knowledge
Process improvement and operational excellence mindset
Quality assurance and compliance awareness
Advanced communication and stakeholder management skills
Microsoft Excel, PowerPoint, and Teams proficiency
Project coordination and organizational skills
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.
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.
