Job Description

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

This role is a part of the AAdvantage Operations team within the AAdvantage group. This is a versatile and data-driven role supporting the operational success of the AAdvantage loyalty program. This position blends analytical rigor, customer experience insights, and cross-functional coordination to enhance program performance, resolve member issues, and support strategic initiatives. The ideal candidate thrives in a fast-paced environment, is passionate about customer loyalty, and excels at turning data into actionable solutions.

What you'll do

• Analyze customer behavior, program performance, and operational trends using SQL, Excel, Tableau, Power BI, or similar tools.
• Build and maintain dashboards and recurring reports to monitor KPIs such as enrollment, engagement, redemption, escalation volume, and Net Promoter Score (NPS).
• Identify trends, anomalies, and opportunities to improve program efficiency and member satisfaction.
• Support day-to-day operations of the AAdvantage program including promotions, point accrual/redemption, and member communications.
• Monitor program health and recommend enhancements based on data insights.
• Assist in documenting and optimizing operational processes and procedures.
• Provide analytical support for executive-level member escalations, identifying root causes and recommending solutions.
• Partner with Customer Service and Reservations to evaluate service quality and implement improvements aligned with AAdvantage standards.
• Maintain a feedback loop across teams to drive continuous improvement in member experience.
• Collaborate with teams across Customer Experience, Airport Operations, Premium Guest Services, Inflight Service, Contact Centers, and Policy to ensure consistent delivery of the AAdvantage experience.
• Support frontline education initiatives by providing insights and tools to enhance service delivery.
• Participate in customer focus groups and translate feedback into actionable program enhancements.
• Troubleshoot loyalty platform issues, data discrepancies, and member transaction errors.
• Work with IT and vendor partners to ensure system integrity and resolve bugs.
• Maintain documentation for data definitions, reporting standards, and system processes.
• Ensure operations comply with internal policies, regulatory requirements, and industry standards.
• Stay current on AAdvantage policies and act as a subject matter expert for internal teams.

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor’s Degree or equivalent training/experience
• 3 years related work experience
• Knowledge of AAdvantage loyalty products and propositions as well as consumer behavior

Preferred Qualifications- Education & Prior Job Experience

• Master of Business Administration
• Previous experience in analytics, operations, customer experience, or loyalty program support.
• Proficiency in data tools (SQL, Excel, Tableau, Power BI).
• Passion for customer experience and continuous improvement.
• Proficiency in SQL, Excel, Tableau, Power BI, SABRE

 

Skills, Licenses & Certifications

• Identifying trends and insights from data
• Understanding loyalty program mechanics
• Process documentation and optimization
• Monitoring and improving program performance
• Root cause analysis for member issues
• Cross-collaborations with other teams/departments
• Driving improvements in member satisfaction
• Supporting frontline education
• Translating customer feedback into program enhancements
• Troubleshooting platform and data issues
• Partnering with IT and vendors
• Maintaining system documentation
• Ensuring adherence to policies and regulations
• Acting as a subject matter expert on program rules

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.

Job Tags

Work experience placement, Flexible hours

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