Specialist, Service Recovery

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

The Specialist, Service Recovery supports American Airlines' global network of service recovery partners by monitoring performance, ensuring compliance with company standards, coordinating training and communications, and assisting with escalated customer issues. The role serves as a key liaison between internal teams and partner locations, using reporting and trend analysis to identify improvement opportunities, drive operational consistency, and enhance the customer experience across the global network.

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 primary liaison between American Airlines and global service recovery partner locations
• Monitor partner performance and service delivery against established operational, quality, and customer experience standards
• Track and analyze performance metrics, trends, and key performance indicators to identify risks and improvement opportunities
• Support the resolution of escalated customer service and operational issues by coordinating with internal teams and partner locations
• Maintain oversight of partner compliance with company policies, procedures, and service recovery requirements
• Coordinate training activities, communications, and process updates to ensure consistent execution across the partner network
• Prepare reports, dashboards, presentations, and operational summaries for leadership review
• Assist with quality assurance reviews, audits, and performance evaluations of partner locations
• Identify operational efficiencies and recommend process improvements to enhance customer outcomes and partner performance
• Support operational readiness during irregular operations (IROPs) and disruption events
• Collaborate with Customer Experience, Operations, Vendor Management, and other cross-functional teams to ensure alignment on business objectives
• Maintain accurate records, documentation, and performance tracking tools

Minimum Qualifications- Education & Prior Job Experience

• Bachelor's degree in Business, Operations, Aviation, Customer Experience, or a related field, or equivalent experience/training
• 2 years of experience in operations, customer service, vendor management, project coordination, or a related business function

Preferred Qualifications- Education & Prior Job Experience

• Experience supporting outsourced vendor or partner relationships
• Experience in airline operations, customer experience, contact centers, or service recovery environments
• Knowledge of aviation industry practices and operational processes
• Experience developing reports, dashboards, and performance tracking tools
• Experience supporting quality assurance, compliance, or operational governance programs
• Familiarity with customer experience and performance management metrics
• Experience working with global teams and cross-cultural business partners

Skills, Licenses & Certifications

• Strong analytical and reporting skills
• Performance monitoring and trend analysis
• Vendor and partner relationship management
• Customer service and service recovery knowledge
• Process improvement and operational excellence mindset
• Quality assurance and compliance awareness
• Advanced communication and stakeholder management skills
• Microsoft Excel, PowerPoint, and Teams proficiency
• Project coordination and organizational skills

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+ Team Member 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.