Manager, Global Airports and Contact Center Communications Full Time

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 Manager of Communications for Global Airports and Contact Centers is part of American’s Operations Communications team in the Global Engagement organization — a dynamic and collaborative team that helps shape the company’s actions through engagement with internal and external stakeholders to help build and protect the American Airlines brand and reputation.

This individual will lead strategic communications for the Global Airports and Contact Center organizations, and the groups who support them — including training, policies and procedures, and planning — to highlight American in the media and develop internal communications around the airline’s initiatives to drive operational performance and enhance the customer experience.

The right candidate is a strategic thinker, media relations expert, inspiring leader, creative writer and team player, who will play a critical role in communicating the airline’s goals to frontline leaders and team members, as well as telling American’s story externally. The candidate will be based at American’s headquarters in Fort Worth and will collaborate with teams across Global Engagement and Operations in DFW and around the globe. While this position reports into Global Engagement, it has strong dotted line ties to senior leaders who lead the daily operation and strategy of the airline.

Pay Range: $98,000-$134,000

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 strategic communications consultant and hands-on executor, supporting the Operations organization — including Global Airports, Contact Centers and the Customer and Operational Excellence team, which is comprised of support functions, like policies and procedures, for Airports and Contact Centers.
• Develop comprehensive communications strategies for Global Airports, Contact Centers and Customer and Operational Excellence, to shape messaging strategies for key initiatives that drive operational performance and improve the customer experience.
• Help bring to life the airline’s commitment to safety, operational performance and customer experience. Whether it’s launching new initiatives, amplifying stories of our team members or helping leaders communicate change, you’ll play a vital role in connecting our Operations strategy to our frontline workforce and members of the media.
• Work with the Operations Communications leaders and colleagues, as well as the broader Global Engagement team, to build and execute on forward-looking, strategic communications plans across multiple internal and external channels to achieve our business goals.
• Collaborate closely with Operations leaders to deliver clear, compelling, and actionable messaging to frontline team members, as well as drive accurate external media coverage and contribute to executive communications.
• Lead a team of communications specialists in translating complex operational policies into clear, engaging communications for team members and media.
• Explore new communications methods and identify the most effective channels and vehicles for meaningful, engaging communications for a frontline workforce to improve consistent application of policies and procedures. Constantly measure and improve effectiveness by engaging with frontline leaders and team members.
• Create toolkits, talking points and other resources to equip Operations leaders with what they need to communicate effectively with their teams. Source, craft and share compelling stories that highlight the Operations team — showcasing team members, highlighting initiatives and positioning American as an industry leader.
• Support issues response and crisis communications during media “on call” duties a few times a year.
• Aggressively defend American’s reputation and monitor media coverage to ensure accuracy.
• Work in a fast paced, 24/7 environment to support American’s communications efforts.
• Identify proactive external opportunities for the airline and draft content for an array of audiences and platforms.

All you’ll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor’s degree in Journalism, Communications or relevant field
• 5 years relevant work experience in communications in a corporate or agency setting

Preferred Qualifications- Education & Prior Job Experience

• Previous experience in corporate communications
• Previous experience effectively leading teams, internal and external partners, connecting workgroups and teams to ensure strategies and impacts are clearly understood
• Demonstrated media relations experience with a proven track record of sourcing and pitching stories to trade publications and/or traditional media outlets

Skills, Licenses & Certifications

• Is relentlessly hardworking, with a passion for thriving in high-volume environments, and excels at juggling multiple projects at one time
• Writes like a pro and manages media with ease
• Thinks critically and exhibits a “no surprises” and “no stone left unturned” mentality
• Demonstrates a meticulous attention to detail and accuracy
• Collaborates effectively with other managers and department leadership
• Builds strong relationships with stakeholders on the Operations team
• Embraces/adopts American’s Leadership Model and Leadership Attributes

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.