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!

• The Sr. Learning Specialist of Customer Care Training is responsible for the comprehensive management of the Customer Care Training Delivery team related projects as well as all training strategy requirements to ensure proficiency and maximize productivity.
• This role is responsible for accurate and regulatory compliant formalized training for the following employee groups; Customer Service Agents, Customer Service Coordinators, Customer Assistance Representatives, Premium Guest Services, Baggage Service Office Representatives, Curbside Skycaps, Transfer Assist personnel, Wheelchair Assistants, and Jetbridge Operators.
• This role also supports the initial development and ongoing maintenance of all Customer Care Instructor-led training curricula.

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.

• Directs and prioritizes resources for multiple, simultaneous training initiatives including project development, management and delivery to maximize impact and drive progress on strategic corporate objectives.
• Supports the execution of new and existing processes related to training initiatives while ensuring overall effectiveness of Customer Care Training.
• Comprehensive management of all training needs through collaboration and coordination with multiple departments across the Airport Performance and Readiness and Customer Experience organizations; Policy and Procedures, Safety Assurance and Regulatory Compliance, Corporate Security, Business Partner Support, Performance Assurance, Finance, Customer Experience Innovation and Solutions.
• Global oversight of quality assurance related to Customer Care training through collaborative partnerships with stakeholders to provide effective and engaging learning experiences that improve job performance for frontline customer facing personnel.
• Drives innovative learning solutions to improve effectiveness of training programs and efficiency of the training delivery team in a nimble, dynamic environment to support a culture of customer service excellence.
• Develops and forecasts annual department budget

Minimum Qualifications- Education & Prior Job Experience

• Bachelors degree in relevant field or equivalent experience/training
• 5-7 years professional experience
• Proven success building relationships and collaborating across a wide variety of cross functional teams and initiatives
• Proven experience leading large scale projects
• Strong knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook

Preferred Qualifications- Education & Prior Job Experience

• Previous Airport Customer Care Management experience
• Previous experience working with aviation regulatory agencies and airport policies/procedures
• Previous departmental budget management experience

Skills, Licenses & Certifications

• Must be a kind and caring team member
• Degree or equivalent experience in Instructional Design or corporate training/ adult learning
• Exceptional writing and editing skills
• Excels at articulating complex concepts in a clear and concise way
• Must be a strong collaborator who can effectively drive for results and independently solve problems
• Intermediate or better proficiency in MS Suite, particularly; Excel, PowerPoint, Word, SharePoint
• Experience developing airline training programs
• Adaptable to change and a willingness to continuously improve
• Highly collaborative consensus builder

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

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.