Global Customer Experience Operations Manager - UK Remote

🏢 ABOUT THE COMPANY

American Airlines is a major airline based in the United States, founded in 1930 with a mission to provide safe and reliable air transportation to millions of customers worldwide. As a leading global airline, we pride ourselves on our commitment to excellence, innovation, and customer satisfaction. With a workforce of over 133,000 employees, we operate a fleet of over 900 aircraft and serve over 350 destinations in more than 50 countries. Our values of safety, teamwork, integrity, and a passion for excellence drive everything we do.

🎯 ROLE OVERVIEW

As a Global Customer Experience Operations Manager, you will be responsible for leading a team of customer experience professionals to deliver exceptional service to our customers. You will report to the Vice President of Customer Experience and will be responsible for developing and implementing strategies to improve customer satisfaction and loyalty. This role is critical to the success of our customer experience team and requires a strong leader with excellent communication and problem-solving skills.

📋 KEY RESPONSIBILITIES

Develop and implement customer experience strategies to improve satisfaction and loyalty

Lead a team of customer experience professionals to deliver exceptional service to customers

Collaborate with cross-functional teams to identify and resolve customer issues

Analyze customer feedback and data to identify trends and areas for improvement

Develop and implement training programs to enhance customer experience skills

Monitor and report on customer experience metrics to senior leadership

Collaborate with external partners to develop and implement customer experience initiatives

Develop and manage budgets for customer experience initiatives

Communicate effectively with customers, employees, and stakeholders to ensure seamless customer experience

✅ REQUIRED QUALIFICATIONS

8+ years of experience in customer experience operations or a related field

Bachelor's degree in a business or related field

Proven experience in leading a team of customer experience professionals

Excellent communication and problem-solving skills

Ability to analyze complex data and develop strategic recommendations

Experience working in a fast-paced, dynamic environment

⭐ PREFERRED QUALIFICATIONS

Master's degree in a business or related field

Certification in a related field such as Six Sigma or Customer Experience

Experience working in the airline industry or a related field

Fluency in a second language

💰 WHAT WE OFFER

Competitive salary range of £55,000 - £80,000 per annum

Comprehensive health insurance package

Generous retirement plan with company matching contributions

20 days of annual leave plus 10 bank holidays

£1,000 annual learning and development budget

Flexible remote work policy with option to work from home

Collaborative team culture with opportunities for growth and development

👥 ABOUT THE TEAM

Our customer experience team is made up of passionate professionals who are dedicated to delivering exceptional service to our customers. We value collaboration, innovation, and teamwork, and we are committed to creating a positive and inclusive work environment. We have a strong track record of success, with recent wins including a 20% increase in customer satisfaction and a 15% reduction in customer complaints.

📨 HOW TO APPLY

To apply for this exciting opportunity, please submit your resume and a cover letter outlining your experience and qualifications. We expect to fill this role within 6 weeks of the posting date.

📋 Job Details

Job Type	🌐 Remote
Location	Remote, GB
Address	2-6 Cannon Street, EC4M 5DD
Salary	GBP 55,000 – 80,000 / year
Industry	General
Company	American Airlines
Valid Until	2026-10-13

📨 How to Apply

Submit your updated CV and a brief cover letter to American Airlines. Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted within 2 weeks of applying.