Manager, Customer Science

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

This job is a member of the Customer Analytics and Insights Delivery team within the Revenue organization.

Responsible for managing a group of analysts/data scientists who are well-versed in a variety of customer data and analytical techniques to provide meaningful data-driven customer insights to all areas of the company, including: Loyalty, Marketing, Revenue Management, Sales, Network Planning, all customer-facing work groups, and IT.

What you'll do

Develop strategic customer segmentations that are relevant for our commercial strategy and communicate them with the broader commercial organization

Help inform our long-term commercial strategy by enhancing strategic customer segmentations

Develop analytical frameworks to help understand customer behavior, their long their value and their retention drivers

Lead the design, development and implementation of advanced analytics insights and solutions that generate customer value and growth for American

Champion the introduction of customer frameworks and customer data into strategic commercial projects

Champion the adoption and correct implementation of Gen AI and Agentic AI tools and techniques that leverage customer data in the revenue organization.

Identify key data opportunities to enhance customer segmentation and inform data strategy teams to prioritize its generation, adoption, curation and literacy.

Develop and communicate customer segmentation best practices with the broader commercial organization

Provide the strategic leadership, collaborative coordination, and creative problem solving to mentor and manage a successful team

Ensure continuous upskilling and provide development opportunities for talent in the organization, and be always recruiting future leaders for the organization

Contribute to and drive forward a thriving team culture exemplified by personal integrity and accountability, respect and inclusiveness, collaboration, adaptability, positivity, and care for others

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

Bachelor’s degree in Finance, Data Analytics, Statistics, or equivalent quantitative experience

5 years of experience in the customer analytics space, including data science, data management, customer engagement, customer insights, and machine learning/artificial intelligence (ML/AI)

Preferred Qualifications- Education & Prior Job Experience

Advanced degree, strong understanding of airline economics, experience managing a team of data analysts/data scientists with advanced quantitative skills

Skills, Licenses & Certifications

Ability to synthesize vast amounts of seemingly disparate data and translate into actionable insights

Ability to deliver clear and concise findings to a variety of audiences, including senior management, by integrating data from different sources

Ability to work effectively with multiple groups which have differing priorities

Understanding of customer data and customer interactions specific to the airline as well as customer behavior and customer experience management practices that are applicable to all industries

Ability to coach data analysts to improve their use of customer data and analytical techniques

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

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