Team Lead, AAdvantage Operations

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 leadership role is pivotal to driving the operational success of the AAdvantage loyalty program through data-driven decision-making and strategic oversight. As a Team Lead, you will guide analytical efforts, champion customer experience improvements, and coordinate cross-functional initiatives to enhance program performance and resolve complex member issues. The ideal candidate excels in a fast-paced environment, inspires analytical excellence, and translates insights into impactful solutions that elevate loyalty and engagement.
This role is a part of the AAdvantage Operations team within the AAdvantage group.

What you'll do

As noted above, 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.

• Lead the team in analyzing customer behavior and program performance using tools like SQL, Tableau, and Power BI to uncover trends and guide decision-making.
• Ensure accurate and timely delivery of KPIs through dashboards and recurring reports; mentor analysts in best practices for data visualization and storytelling.
• Guide operational support for promotions, point transactions, and member communications; identify and implement process improvements based on data insights.
• Manage escalated member issues with cross-functional teams, using root cause analysis to drive service enhancements and uphold AAdvantage standards.
• Act as a liaison across departments to align on program delivery, support frontline education, and translate customer feedback into actionable improvements.
• Oversee technical troubleshooting, maintain documentation standards, and ensure compliance with internal policies and industry regulations.

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor’s Degree or equivalent training/experience
• 4+ years related work experience
• Knowledge of AAdvantage loyalty products and propositions as well as consumer behavior

Preferred Qualifications- Education & Prior Job Experience

• Master of Business Administration
• Previous experience in analytics, operations, customer experience, or loyalty program support.
• Proficiency in data tools (SQL, Excel, Tableau, Power BI).
• Passion for customer experience and continuous improvement.
• Proficiency in SQL, Excel, Tableau, Power BI, SABRE

Skills, Licenses & Certifications

• Experience mentoring analysts, fostering analytical rigor, and promoting best practices in data storytelling, reporting standards, and performance measurement.
• Proficiency in SQL, Tableau, Power BI, and Excel to lead data analysis, uncover trends, and guide strategic decision-making through impactful dashboards and reports.
• Strong ability to oversee day-to-day program operations, identify inefficiencies, and implement data-driven process improvements across promotions, point transactions, and member communications.
• Skilled in managing escalated member issues, conducting root cause analysis, and collaborating cross-functionally to drive service enhancements aligned with brand standards.
• Proven success in aligning diverse teams across departments to ensure consistent program delivery and effective feedback loops.
• Ability to troubleshoot system issues, maintain documentation standards, and ensure adherence to internal policies and industry regulations for data and operational integrity.

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.