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INTRODUCTION

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 Managing Director of Business Partner Performance has the responsibility for managing business partner relationships and performance across airports and contact centers. The role works closely with the procurement team in negotiating contracts and driving business strategy, while overseeing and driving performance metrics.

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.

• Manage the entire airport and contact center vendor partner portfolio and establish relationships with business partners at all levels
• Partners with Airport, Contact Center and Procurement leaders to successfully transition business partners, proactively address performance gaps, and drive operational excellence through performance management
• Exceed budget expectations through disciplined cost control while ensuring compliance as measured by KPIs outlined in the contracts
• Deliver convenient, connected, and consistent customer experiences with each touch point along the customer’s journey as measured by the voice of customer metrics (CSAT, NPS)
• Ensure staff at every level is trained, knowledgeable, and provides excellent customer service, in accordance with company standards
• Develop and implement initiatives to support the business plan and company objectives
• Develop leaders, managers, and employees through frequent feedback, performance discussions, and stretch assignments to enhance professional growth
• Hold team members accountable to exceed goals and objectives at every level
• Demonstrate and cultivate collaborative relationships across all work groups and teams
• Establish and maintain open communication and a collaborative relationship with all levels of vendor partner leadership
• Reimagine processes and technology innovation in partnership with product and technology teams
• Collaborates with Airport and Contact Center Planning, Business, and Finance leaders, to drive the successful implementation of modern technologies and business processes while executing a successful change management program.
• Develop and administer the operational budget, ensuring proper cost discipline while allocating resources effectively

MINIMUM QUALIFICATIONS

Education & Prior Job Experience

- Bachelor’s degree in Business Administration, Management, relevant field or equivalent work experience; Advanced degree preferred
- 10 years of progressive leadership experience, including leading large multi-level teams and frontline employees
- 10 years of business, operational, and financial experience with proficiency in assessing business requirements and developing teams; demonstrated budget management experience
- Ability to travel worldwide

PREFERRED QUALIFICATIONS

Education & Prior Job Experience

- Advanced degree preferred
- Multi-lingual a plus

SKILLS, LICENSES & CERTIFICATIONS

- Demonstrates the highest standards of ethics and integrity
- Ability to be an action-oriented, process, and results-driven leader, with a natural aptitude for engaging employees across multiple workgroups, as well as advocating and managing change
- Proven capability to structure vendor agreements, establish performance expectations, and drive operational excellence
- Ensure compliance with service level agreements and administer applicable remedies and penalties in accordance with contract provisions
- Ability to think strategically, negotiate skillfully, digest complex details, and use sound judgment and initiative in making decisions
- Ability to identify opportunities for improvement, as well as proven success implementing strategic initiatives under time constraints
- Demonstrated ability to quickly analyze data and make decisions in the best interests of the company
- Excellent problem solving, decision-making, and critical thinking ability
- Excellent project planning and organizational skills, with ability to manage multiple large projects effectively and simultaneously within tight deadlines while maintaining attention to detail
- Ability to adjust to dynamic situations productively and proactively
- Ability to work effectively in a fast-paced and dynamic environment
- Ability to build and facilitate relationships at all levels of the organization, both internally and externally
- Ability to influence others through outstanding interpersonal skills, collaboration, and negotiation skills
- Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations
- Excellent communication and presentation skills, with ability to handle complex topics comfortably and to interact effectively with all levels, both verbally and written, as well as with external agencies and business partners
- Willing and able to make oneself available to resolve urgent issues that may arise within a 24 x 7 operation

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 Member 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 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.