Lead, Contact Center Learning Strategy

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Dallas, TX

Location: DFW Headquarters Building 8 (DFW-SV08)

Additional Locations: None

Requisition ID: 66032

**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**

+ Lead and coach a team of designers/facilitators who develop, maintain, and facilitate training programs for domestic and international Contact Centers (Service Recovery, AAdvantage Customer Service, American Web Support, and Reservations)

+ Manage multiple projects within the Contact Center Training team

+ Collaborate closely with airport training teams, Contact Centers, Quality Team, Customer Experience Procedures and Policy team, and other various workgroups to identify opportunities for best practices and synergies

+ Work closely with a variety of stakeholders inside the company to ensure training programs focus on the customer journey and its many touchpoints and that high-quality programs are developed and delivered as require

+ This role is a part of the Contact Center Training Development team within our Airport Readiness group

**What you’ll do**

+ Guide and direct a team of instructional designers/facilitators who develop, maintain, and deliver training materials

+ Oversee the design and development process for all domestic and international training programs

+ Drives innovative learning solutions to improve the effectiveness of training programs and efficiency of training development and delivery in an agile, dynamic environment to support a culture of customer service

+ Manage multiple training and development projects while ensuring projects are on track and completed

+ Collaborate and comprehensive management of all training needs through collaboration and coordination with multiple departments across the Airport Performance and Readiness, Contact Centers, Quality Team, Customer Experience Procedures and Policy team, and other various workgroups to identify opportunities for best practices and synergies

+ Measure effectiveness of programs through data collection and analysis

+ Maintain new-to-function curricula as needed

+ Assist with Learning Management System (LMS) work for the contact centers

**All you’ll need for success**

**Minimum Qualifications- Education & Prior Job Experience**

+ Undergraduate degree / Master’s degree or equivalent experience/training

+ 3+ years of experience in instructional design, facilitation, project management or relevant experience

+ Proven success leading teams, building relationships, and collaborating across a wide variety of cross-functional teams and initiatives

**Preferred Qualifications- Education & Prior Job Experience**

+ Previous Contact Center, Quality, Procedures, or Airport experience

+ Knowledge of Adobe Premier Pro, Vyond, or Articulate

+ Knowledge of instructional design, facilitation, and adult methodologies

+ Virtual training experience

**Skills, Licenses & Certifications**

+ Fundamental knowledge of instructional design, facilitation, and adult learning methodologies

+ Strong interpersonal skills; highly approachable and professional

+ Ability to work independently, as well as part of the team

+ Ability to manage multiple projects independently and efficiently, ensuring that deadlines are met

+ Excellent written and verbal communication skills with the ability to interact with all levels of the organization

+ Proficiency in Microsoft Office including Project, Excel, PowerPoint, Word, and Share Point

+ Strong collaborator who can effectively drive results

+ Ability to build excellent working relationships across all divisions

+ Ability to prioritize projects and manage change

+ Outstanding organizational, prioritization, and multitasking skills with attention to detail

+ Acute attention to detail

**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

Additional Locations: None

Requisition ID: 66032

Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. We support and obey laws that prohibit discrimination everywhere we do business. American Airlines, Inc fully considers all qualified applicants including those with a criminal history.