CAREERS & JOBS (LOYALTY & CX)

American Airlines is hiring: Director, AAdvantage

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 onboard!

Why you’ll love this job

The Director of AAdvantage® Strategy leads the vision, strategy, and execution of American Airlines’ loyalty program across all functional teams. The role is responsible for ensuring the AAdvantage® program delivers exception value to members, drives customer loyalty, and contributes meaningfully to the company’s commercial performance.

What You’ll Do

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.

• Define and evolve the strategic direction of the AAdvantage® program, including core design elements, such as status tiers, benefits, mileage accrual/redemption, promotions, and partner integration.
• Champion a customer-first mindset across the enterprise through the lens of loyalty.
• Oversee data-driven strategies that deepen member engagement and stretch customer relationships, while driving incremental revenue.
• Lead cross-functional collaboration with internal teams (Cobrand, Analytics, Revenue Management, IT, Sales, Legal, Marketing, and Operations) to ensure seamless program delivery and communication across all channels.
• Manage the overall value proposition of the AAdvantage® mileage currency and partner ecosystem.
• Collaborate with airline partners to align loyalty strategies, enhance member benefits, and expand program reach.
• Guide the development and execution of lifecycle engagement strategies, ad hoc promotions, and personalization efforts.
• Identify and prioritize system and data enhancements to improve member targeting, attachment, and engagement capabilities.
• Monitor key performance indicators and customer segments to optimize both short- and long-term program performance.
• Represent the AAdvantage® program at the highest levels of leadership, both internally and externally.

All you’ll need for success

Minimum Qualifications – Education & Prior Job Experience

• Bachelor’s degree in Business, Marketing, Strategy, or a related field.
• 7 years of leadership experience, overseeing large cross-functional teams
• Prior experience in airline commercial strategy, marketing, or communications; experience in airline loyalty program design/marketing

Preferred Qualifications – Education & Prior Job Experience

• MBA or advanced degree in a relevant field.
• Experience in the airline, travel, or financial services industries.
• Experience with loyalty program operations and customer engagement strategies.
• Experience managing high-touch customer service or executive escalations.

Skills, Licenses, and Certifications

• Demonstrates the highest standards of personal ethics and integrity
• Ability to think strategically, negotiate skillfully, digest complex details, and use sound judgment and initiative in making decisions
• Ability to thrive in a fast-paced, changing, and complex environment
• Ability to identify creative and innovative solutions to complex problems
• Exceptional leadership and decision-making skills
• Excellent planning, problem solving, analytical, and critical thinking ability
• Excellent communication, presentation, and interpersonal skills, with ability to handle complex topics comfortably and clearly communicate a strategic and tactical vision to all levels within the organization, as well as with external agencies and business partners
• Proficiency in Microsoft Office Suite and customer service platforms

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.

Source: American Airlines