Experienced Digital Product Owner – Analyst/Senior Analyst, American Airlines, Driving Customer Experience through Innovative Technology Solutions

Introduction to American Airlines and Our Mission

Imagine being part of a team that is dedicated to providing exceptional customer experiences, connecting people and places across the globe, and making a difference in the lives of millions. At American Airlines, we are passionate about delivering outstanding service, fostering a culture of innovation, and creating a workplace where everyone feels valued and empowered to succeed. As a leader in the aviation industry, we are committed to excellence, safety, and customer satisfaction. Our mission is to care for people on life's journey, and we are looking for talented individuals to join our team and help us achieve this goal.

About the Role: Analyst/Senior Analyst, Digital Product Owner

We are seeking an experienced and skilled Digital Product Owner to join our Customer Experience Division. As a key member of our Digital Product Planning team, you will play a critical role in shaping the future of our digital products and services, with a focus on delivering exceptional customer experiences. You will be responsible for defining and delivering the foundation of American's self-service Day of Travel applications, bridging the gap across business, products, and IT. If you are passionate about technology, innovation, and customer experience, and have a proven track record of driving digital transformation, we want to hear from you.

Key Responsibilities:

• Collaborate with internal partners from CEID, IT, UX, and Analytics to understand customer behavior and create great customer experiences
• Develop and enhance applications and features to support other products in meeting their goals and objectives, while ensuring experiences align with the vision for Day of Travel and consider the holistic travel experience
• Keep stakeholders informed and communicate outcomes, learnings, and changes as teams work toward objectives
• Conduct competitive benchmarking to research new technologies, identify gaps, and discover opportunities to enhance the customer experience
• Manage the development and implementation of new Day of Travel features and tools, including participating in Agile ceremonies and using Agile product management tools
• Translate business objectives into technical specifications by creating a backlog of clearly written and well-defined user stories
• Manage IT backlog to ensure teams are focused on the highest impact efforts to achieve defined objectives and key results
• Operate within the DevOps model, helping troubleshoot technical issues and prioritizing defect fixes and small enhancements among larger feature efforts
• Partner closely with IT architects and technical leads to develop solutions that deliver customer value quickly while reducing ongoing operational costs
• Lead ongoing demonstrations of new software to update stakeholders and team members on new features and functionality

Essential Qualifications:

To be successful in this role, you will need:

• A Bachelor's degree in Computer Science or a related field, or equivalent experience/training
• Understanding of how American's systems interact with each other (e.g., Sabre, ITA, eTDS, etc.)
• 3 years of relevant work experience, preferably in e-commerce

Preferred Qualifications:

While not essential, the following qualifications are highly desirable:

• A Master's degree in a related field
• Experience using Agile and other SDLC techniques to develop and deliver software
• Experience working in a product model, focused on outcomes to continuously improve the customer experience
• Mobile and travel/airline experience

Skills, Licenses, and Certifications:

To excel in this role, you will need:

• A proven track record in delivering products that generate substantial value
• A high level of intellectual curiosity and comfort with ambiguity
• Well-organized, able to multitask, and able to prioritize with minimal direction
• Excellent communication skills, providing transparency, setting expectations, and reporting on results
• Emphasis on interpersonal skills that create an environment of trust and encourage partnership within the team and across product teams

Career Growth Opportunities and Learning Benefits:

At American Airlines, we are committed to helping our employees grow and develop their careers. As a Digital Product Owner, you will have access to a range of training and development opportunities, including:

• Professional development programs to enhance your skills and knowledge
• Mentorship and coaching from experienced leaders and professionals
• Opportunities to work on high-impact projects and initiatives
• A culture of innovation and experimentation, where you can try new things and learn from your mistakes

Work Environment and Company Culture:

Our workplace is dynamic, fast-paced, and collaborative. We value diversity, equity, and inclusion, and we are committed to creating a workplace where everyone feels welcome and valued. As a Digital Product Owner, you will be part of a talented and dedicated team that is passionate about delivering exceptional customer experiences. You will have the opportunity to work with a range of stakeholders, including customers, employees, and partners, and to contribute to the development of our digital products and services.

Compensation, Perks, and Benefits:

We offer a competitive salary and a range of benefits, including:

• Travel perks: access to discounted travel on American Airlines and our partner airlines
• Health benefits: comprehensive health, dental, and vision coverage
• Wellness programs: access to fitness classes, mental health resources, and employee assistance programs
• 401(k) program: employer-matched retirement savings plan
• Additional benefits: employee discounts, flexible spending accounts, and more

Conclusion:

If you are a motivated and experienced digital professional who is passionate about customer experience, technology, and innovation, we want to hear from you. As a Digital Product Owner at American Airlines, you will have the opportunity to make a real difference in the lives of our customers and to contribute to the success of our business. Apply now to join our team and start your journey with American Airlines.