Manager, Customer Care Training Strategy jobs in United States
cer-icon
Apply on Employer Site
company-logo

American Airlines · 18 hours ago

Manager, Customer Care Training Strategy

positionFort Worth, TX
timeFull-time
remoteOnsite
seniorityMid, Senior Level
date5+ years exp

American Airlines is seeking a Manager for Customer Care Training Strategy who will oversee the training strategy and delivery for Customer Service across Domestic and International. This role involves maintaining effective training delivery, identifying initiatives to enhance long-term training effectiveness, and ensuring integration between training and business needs.

AerospaceAutomotiveTransportationTravel
check
H1B Sponsor Likelynote

Responsibilities

Establish and maintain strong relationships with airport leaders, ensuring effective stakeholder engagement to guide training strategies and impact
Co-ordinate training strategies with various business units to align with business priorities, adapt to changes in process or technology, and successfully support performance, service and safety metrics
Ensure a strong feedback loop with frontline teams to identify training gaps and maximize effectiveness
Optimize cross functional team roles in the Training organization to deliver for the business
Prioritize resources to advance strategic initiatives while meeting near-term training delivery needs
Ensure a measurable path from training and qualification to team member proficiency
Identify new and innovative approaches to the Training product and delivery for a dynamic workforce
Effectively lead, engage and develop a large and diverse global team
Proactively identify and implement ways to continuously improve and evolve our training product
Oversee processes and effectively communicate to promote and implement training projects
Prepare, deliver and refine the training strategy based on leadership feedback

Qualification

Training strategyRelationship managementStakeholder engagementTeam leadershipCommunication skillsCollaborationProblem solvingTime managementAdaptability

Required

Bachelor's Degree or Master's Degree or equivalent experience
5+ years of relevant experience
Must have demonstrable track record of effective and proactive relationship management
Skilled at working collaboratively across cultures and organizational hierarchies
Ability to lead, motivate and develop future talent
Self - starter, high level of enthusiasm, energy and resilience
Ability to manage conflicting priorities and simultaneous tasks and make timely and sound decisions
Requires excellent communication skills in all major forms including presentations, briefings, meetings
Must be a strong collaborator who can effectively drive for results and independently solve problems

Preferred

Experience in or supporting an operational environment

Benefits

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

Company

American Airlines

twittertwittertwitter
Glassdoor3.7
company-logo
American Airlines is an airline company that operates a diverse fleet of aircraft, including narrow-body and wide-body jets. It is a sub-organization of American Airlines.
dateFounded in 1930
location
Fort Worth, Texas, USA
people-size10001+ employees
web-link
http://aa.com

H1B Sponsorship

American Airlines has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (359)
2024 (270)
2023 (253)
2022 (260)
2021 (342)
2020 (263)

Funding

Current Stage
Public Company
Total Funding
$1B
2023-11-17Post Ipo Debt· $250M
2023-02-08Post Ipo Debt· $750M
2015-01-01Post Ipo Equity

Leadership Team

leader-logo
Doug Parker
Chairman and former CEO at American Airlines 
linkedin
leader-logo
David Seymour
Chief Operating Officer
linkedin

Recent News

legacy.thefly.com
Mixed options sentiment in American Airlines with shares up 3.35%
2026-01-22
Toronto Sun
Porn stars on plane escorted off for drunken, first-class antics
2026-01-16
Morningstar.com
Bridging Desert and Ocean: STARLUX Airlines Links the U.S. Southwest to Asia with New Phoenix-Taipei Route—its Fifth U.S. Destination and First in the Southwest
2026-01-16
Company data provided by crunchbase