Job Directory American Airlines Senior Manager, Customer Experience Change Management
American Airlines

Senior Manager, Customer Experience Change Management American Airlines
Fort Worth, TX

American Airlines operates as a network air carrier.

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About American Airlines

Job Description

Location: AA Headquarters 1 (DFW-HDQ1)

Additional Locations: None

Requisition ID: 31218


Join us for a career with endless possibilities.

Looking for a job where a passion for innovation, a culture of teamwork, and opportunities for growth are valued and rewarded? You've come to the right place.

You don't have to be an airline aficionado to join American Airlines. It takes more than cool planes to keep us ahead of the curve, and thanks to our team of behind the scenes professionals, we do just that. As the largest airline in the world, American Airlines is in the business of serving the global travel needs of our customers. At the core of the Company is our commitment to each customer and each employee. We are dedicated to developing and delivering what our customers value and are willing to pay for. Customer-centric planning, innovative marketing, and an exceptional customer experience are supported by a cadre of talented people.

What does it take to join us? We're glad you asked! We expect exceptional skills in your discipline and a dedication to being the best as we relentlessly pursue our goal of being not just the largest airline in the world, but also the best airline in the world.

Fortunately, we're building on almost a century of innovation and firsts in our industry - and we plan to continue that tradition of excellence.

About The Job

This position will lead a team focused on ensuring change initiatives meet objectives on time and on budget by increasing employee adoption and usage. This person will specialize on the people side of change, including changes to business processes, systems and technology, job roles and organization structures. The primary responsibility will be leading the team responsible for creating and implementing change management strategies and plans that maximize team member adoption and usage and minimize resistance. The change manager will work to drive faster adoption, higher ultimate utilization of and proficiency with the changes that impact employees. These improvements will increase benefit realization, value creation, ROI and the achievement of results and outcomes.

Specifically, you'll do the following:

* Develop and implement change management strategies and programs for a broad range of initiatives.
* In collaboration with corporate development team, design, apply and adapt a structured methodology to lead change management initiatives
* Build change readiness capability throughout the organization
* Partner with CEID solutions teams ensure change management activities are integrated into each project plan

About The Job (Continued)

* Support the execution of plans by training, comms and change management teams
* Continuously develop knowledge of business processes, in order to assist in identifying when changes in systems, processes or software applications should be initiated
* Provide direct support and coaching to all levels (leaders, Change Champions, and staff) and create and maintain lines of communication between business, stakeholders, and other change management groups to prepare them for the transition through change impacts, walkthroughs, tool demos, etc.
* Apply a structured methodology and lead change management activities
* Apply a change management process and tools to create a strategy to support adoption of the changes required by a project or initiative
* Support communication efforts
* Support the design, development, delivery and management of communications
* Assess the change impact
* Conduct impact analyses, assess change readiness and identify key stakeholders
* Support training efforts
* Provide input, document requirements and support the design and delivery of training programs
* Complete change management assessments

About The Job (Continued 1)

* Identify, analyze and prepare risk mitigation tactics
* Identify and manage anticipated resistance
* Consult and coach project teams
* Create actionable deliverables for the five change management levers: communications plan, sponsor roadmap, coaching plan, training plan, resistance management plan
* Support and engage senior leaders
* Coach managers and supervisors
* Support organizational design and definition of roles and responsibilities
* Coordinate efforts with other specialists
* Integrate change management activities into project plan
* Evaluate and ensure user readiness
* Manage stakeholders
* Track and report issues
* Define and measure success metrics and monitor change progress
* Support change management at the organizational level
* Manage the change portfolio


Required Qualifications

* Experience leading high-performing teams
* Minimum of 7 years of experience in Organizational Change Management
* Change management experience in large market companies
* Experience working directly with senior executives
* Experience managing outside vendors and budgets
* Experience preparing and delivering executive-level presentations
* Experience in data gathering and analysis
* A solid understanding of how people go through a change and the change process
* Experience and knowledge of change management principles, methodologies and tools
* Exceptional communication skills, both written and verbal
* Excellent active listening skills
* Ability to clearly articulate messages to a variety of audiences

Qualifications (Continued)

Required Qualifications (Continued)

* Ability to establish and maintain strong relationships
* Ability to influence others and move toward a common vision or goal
* Flexible and adaptable; able to work in ambiguous situations
* Resilient and tenacious with a propensity to persevere
* Forward looking with a holistic approach
* Organized with a natural inclination for planning strategy and tactics
* Problem solving and root cause identification skills
* Able to work effectively at all levels in an organization
* Must be a team player and able to work collaboratively with and through others
* Acute business acumen and understanding of organizational issues and challenges

Qualifications (Continued 1)

Required Qualifications Continued

* Familiarity with project management approaches, tools and phases of the project lifecycle
* Experience with large-scale organizational change efforts
* Change management certification or designation desired

Preferred Qualifications

* Bachelor's degree required, Masters is preferred
* Change management certification or designation desired
* Experience designing and implementing large scale training programs

Additional Locations: None

Requisition ID: 31218

Nearest Major Market: Fort Worth

Nearest Secondary Market: Dallas

Job Segment: Change Management, Manager, Marketing Manager, Project Manager, Management, Marketing, Technology

About American Airlines

American Airlines operates as a network air carrier.

American Airlines
133700 employees
American Airlines

4333 Amon Carter Blvd

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