Director - Customer Experience Digital Transformation

American Airlines is hiring a Director in the Digital Customer Experience group to support product management across loyalty, cobrand, and partner product capabilities. The role leads product leaders and teams to accelerate execution and business value through connected, personalized digital experiences. You will align product roadmaps and OKRs with corporate strategy by partnering closely with IT, UX, marketing, revenue management, sales, and other stakeholders.

• Lead teams that set product vision and strategy across loyalty, cobrand, and partner product capabilities, translating business and customer experience goals into product strategies and features.
• Champion innovation and continuous improvement to ensure products are resilient, accessible, and evolving to meet customer needs while delivering business outcomes.
• Collaborate across digital product, platform, UX, analytics, and optimization teams to deliver product value and measure outcomes.
• Support delivery transformation by promoting testing and learning to mitigate risk, enable continuous innovation, and strengthen collaboration between designers and engineers.
• Hold teams accountable for Objectives and Key Results (OKRs) and customer/business outcomes; drive measurement, adjustment, and alignment through clear communication.
• Ensure product teams are appropriately resourced and that capabilities are in place to execute roadmaps and achieve OKRs.
• Advocate for relevant cloud, mobile, and software applications that increase engagement, satisfaction, and revenue.
• Develop team capabilities through coaching, counseling, and growth opportunities.
• Create and sustain a professional culture with strong work ethic and company pride.

• Education: Bachelor’s degree in a related field or equivalent experience/training.
• Experience: 7+ years of progressive leadership experience overseeing large cross-functional teams.
• Preferred: Previous commercial experience.
• Demonstrated ethics and integrity.
• Proven execution leadership across product planning, customer discovery, and product development.
• Experience collaborating with technologists using Agile, design thinking, or other expedited development methodologies.
• Strategic thinking, strong problem solving and critical thinking, sound judgment, and decision-making.
• Strong negotiation, stakeholder management, and internal evangelism skills; ability to build relationships at all organizational levels and with external partners.
• Ability to identify, recruit, and develop talent.
• Ability to manage multiple assignments, deliver on time, perform under pressure, and adapt to changing priorities.
• Excellent communication, presentation, and interpersonal skills; able to convey strategic and tactical vision to diverse audiences.

• Travel perks: Standby travel benefits for you, family, and friends across American’s network.
• Health benefits (day one): Medical, dental, prescription, and vision; virtual doctor visits; flexible spending accounts.
• Wellness programs: Tools, resources, and support for wellbeing.
• 401(k): Available upon hire; employer contributions may be available after one year depending on workgroup.
• Additional benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more.
• Work environment: Inclusion and diversity focus supported by employee business resource groups.