Team Lead, Program Management & Engagement

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

• Be part of a dynamic team that drives the success of American Airlines' loyalty program, AAdvantage Business
• Collaborate with cross-functional teams to launch innovative product updates, enhancements, and customer-facing initiatives
• Develop and implement targeted campaigns to stimulate member activity and co-branded credit card adoption
• Work in a fast-paced environment where no two days are the same

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 day-to-day liaison across key departments including Sales, Marketing, Legal, Privacy, Security, Fraud, and Audit
• Coordinate and update program documentation including Terms & Conditions (T&Cs), internal briefs, and support collateral
• Lead and mentor a team of professionals, providing clear direction, and fostering a collaborative and engaged work environment
• Develop and deliver sales training materials to support new program launches or product enhancements
• Collaborate with marketing and analytics teams to design and execute campaigns that stimulate AAdvantage Business member activity and increase co-brand credit card adoption
• Drive segmented campaign execution with a focus on tailoring outreach to high-potential accounts
• Support the measurement and optimization of campaign performance using test-and-learn approaches
• Write and maintain support desk scripts and internal FAQs to ensure service consistency across customer touchpoints
• Manage creation and upkeep of digital customer guides, onboarding content, and other self-service materials
• Provide editorial review and copy editing across all program-related communications

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor's degree in Business, Marketing, Communications, or related field
• 4+ years of experience in a business management, marketing, or communications role
• Proven track record of successful project management and coordination
• Excellent written and verbal communication skills

Preferred Qualifications- Education & Prior Job Experience

• 5+ years of experience in a business management, marketing, or communications role
• Experience working in the airline or loyalty industry
• Experience with project management tools and software
• Experience with data analysis and interpretation

Skills, Licenses & Certifications

• Outstanding written and verbal communication skills with a high attention to detail
• Proven ability to manage cross-functional stakeholders and workstreams in a complex corporate environment
• Strong project management skills; ability to handle multiple priorities and meet deadlines
• Experience in the travel, loyalty, or B2B space is preferred
• Familiarity with CRM systems, campaign management tools, or customer support platforms a plus

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+ 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.