Sr. Manager, AAdvantage Customer Operations and Escalation

Join Our American Airlines Family

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!

This role will directly shape the AAdvantage member experience by leading cross-functional efforts across Customer Experience, Airport Operations, Premium Guest Services, Inflight Service, Contact Centers, and Policy teams, building strong partnerships to ensure alignment and execution. The ideal candidate is passionate about elevating customer satisfaction through frontline education, data-driven insights, and strategic service enhancementsand excels at influencing across teams to drive meaningful, customer-centric change.

This role is a part of the AAdvantage Operations team within the AAdvantage group.

What You'll Do

Lead cross-functional coordination with Customer Experience, Airport Operations, Premium Guest Services, Inflight Service, Contact Centers, and Policy teams to ensure seamless delivery of the AAdvantage member experience.

Drive frontline team education initiatives, equipping airport and contact center staff with the tools and knowledge to deliver consistent, high-quality service to AAdvantage customers.

Initiate customer focus groups, gathering actionable insights to inform program enhancements and elevate member satisfaction.

Monitor and analyze Net Promoter Score (NPS) trends, translating AAdvantage related feedback into actionable opportunities across touchpoints.

Champion customer experience alignment, ensuring operational policies, procedures, and service delivery are optimized for AAdvantage member needs.

Serve as the key contact for executive-level customer escalations, ensuring swift, empathetic, and effective resolution for high-value AAdvantage members.

Lead program health analysis, identifying trends and opportunities to improve customer satisfaction and operational performance.

Partner with Customer Success and AAdvantage Customer Service to evaluate quality of member handling and implement service enhancements that reflect AAdvantage program standards.

Establish and maintain a robust feedback loop between AAdvantage Customer Service, Reservations, and AAdvantage teams to drive continuous improvement in member experience.

Act as a subject matter expert on the AAdvantage program, staying current on policies and procedures that impact customer interactions and proactively guiding teams on best practices.

All You'll Need for Success

Minimum Qualifications Education & Prior Job Experience :

Bachelor's Degree or equivalent training / experience

5 years of relevant experience

Strong knowledge and understanding of the AAdvantage Program

Exceptional relationship-building and stakeholder influence skills

Preferred Qualifications Education & Prior Job Experience :

Master's Degree

Prior experience leading or working with operational teams

Skills, Licenses, and Certifications :

Strong problem-solving and conflict resolution skills

Ability to navigate complex customer scenarios and deliver high-impact solutions

Deep understanding of loyalty program operations and customer expectations

Ability to identify trends and translate insights into actionable enhancements

Proven ability to partner across AAdvantage Customer Service, Reservations, and AAdvantage teams

Skilled in building and maintaining feedback loops to drive continuous improvement

Clear, confident communicator with executive presence

Ability to guide teams through change and promote best practices

Strong analytical and strategic thinking skills

Leading and coordination for cross-functional teams

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.