Director, Service Recovery

Job description

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 Director of Service Recovery provides strategic direction in the design and implementation of forward-thinking processes and policies to position the company as a leader in proactive, customer-centric service recovery. This role is not just about responding to issues; it’s about anticipating customer needs and leveraging emerging technologies, including AI, to deliver seamless, personalized recovery experiences. You’ll oversee a team of Service Recovery professionals, focusing relentlessly on enhancing the customer experience, balancing operational efficiency with high-quality responses, and driving customer service initiatives based on direct feedback. This position will be responsible for developing and e...