Coordinator, Customer Experience Product Support

About the Role

This position supports product teams and applications as a business analyst responsible for identifying project impact, sourcing and grooming data, tracking OKRs, and drawing meaningful conclusions from the analysis. This role is a member of the Customer Experience Innovation and Delivery team within the Customer Experience Division.

Responsibilities

• Serve as a primary coordinator for application defect triage, intake, prioritization, and follow-through with product and IT teams
• Monitor, track, and communicate production issues, defects, and system performance trends
• Partner with engineering and product teams to validate fixes, support testing, and ensure successful deployment of enhancements and bug resolutions
• Support product playbacks with an emphasis on OKRs
• Conduct product meetings, complete product tracking/analysis reports, and report to management and business owners regarding product progress, issues, and risks
• Provide tactical support and ad-hoc research for products
• Provide quantitative analysis to inform product backlog prioritization
• Prepare value propositions and analysis in support of product prioritization
• Act as a subject matter expert for products related to Irregular Operations and Service Recovery
• Partner with business, IT, and leadership to facilitate product success
• Engage with frontline leaders and team members to solicit and incorporate feedback into product planning
• Support product requirement definition and design through assisting with user stories and participating in retrospectives
• Identify concerns, research solutions, and assist with testing
• Perform other duties as required

Qualifications

• Bachelor's degree in technology, business, aviation management, communications, or related fields, or equivalent experience
• 2 years’ experience supporting business solutions or related analytical work
• Knowledge of common software applications such as Word, Excel, PowerPoint, Teams, SharePoint, Rally, or other product and project tracking tools
• Knowledge of basic data management and analysis including tools like Cognos, Mosaic, Tableau, etc.

Preferred Qualifications

• 3 years of airline experience
• Ability to conceptualize, create, and present analyses and strategies to all levels of leadership

Skills

• Ability to effectively interact with all levels of employees
• Ability to build strong consensus and achieve results as a team
• Ability to think critically/analytically and draw meaningful conclusions from large datasets
• Ability to work under pressure, prioritize projects, meet all deadlines, balance the big picture with the requisite details, and maintain flexibility
• Knowledge of corporate policies and operational processes and procedures

Benefits

• Travel Perks: Explore 365 destinations on more than 6,800 daily flights across our global network, including benefits for you, your family, and friends.
• Health Benefits: Access to health, dental, prescription, and vision benefits from day one, plus virtual doctor visits, flexible spending accounts, and more.
• Wellness Programs: Tools, resources, and support to help you be the best version of yourself.
• 401(k) Program: Available upon hire, with employer contributions after one year, depending on the workgroup.
• Additional Benefits: 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+ Team Member 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.