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Analyst/ Sr Analyst, Customer Engagement (Fort Worth, TX, US)

American Airlines • Analyst/ Sr Analyst, Customer Engagement (Fort Worth, TX, US) • 1d ago

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

Drive strategic customer engagement initiatives from concept through execution. Provide leadership and oversight for programs that strengthen relationships, enhance brand loyalty, and deliver measurable business impact. Develop engagement strategies, manage budgets, analyze ROI, and create meaningful experiences that showcase American Airlines’ commitment to its customers.

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.

•Provide visioning and strategic leadership for the creation, development, and execution of large-scale engagements, events, and meetings that align with company priorities and delivers department goals
•Manage multiple initiatives with exceptional attention to detail and organization, creating meaningful interactions for internal and external stakeholders.
•Develop and manage program budgets by forecasting requirements, monitoring expenditures, analyzing variances, and identifying opportunities for financial optimization.
•Build and maintain strong relationships with internal teams and external partners, maintaining consistent communication, and ensuring alignment on objectives and seamless execution of engagement activities
•Collaborate across departments and with community partners to consult on initiatives, gather insights, and identify resources that enhance program success
•Organize all engagement logistics, including but not limited to: setting up for traditional and/or large scale events and programs, booking rooms and flights, ordering and managing inventory, ensuring the appropriate resources, tools, and equipment are present, and preparing materials
•Lead webinar series and virtual events—owning end‑to‑end production (run of show, speaker prep, technical rehearsals, and post‑event assets)—manage registration and invitations, partner with technical teams for seamless audio/streaming, and design interactive elements to make our virtual footprint highly engaging
• Create and present reports to senior leadership, including program proposals, performance metrics, and recommendations for process improvements
•Conduct RFPs, evaluate vendors, and negotiate contracts to ensure high-quality services and competitive pricing for engagement initiatives
•Oversee the development of creative assets and messaging for engagement programs, ensuring consistency with brand standards and resonance with target audiences

All you'll need for success

Minimum Qualifications – Education & Prior Job Experience
•   Bachelor's degree in a related field
•   3+ years of relevant experience in event management, marketing, or a related field
•   Ability to work in a fast-paced environment with multiple priorities and deadlines

Preferred Qualifications – Education & Prior Job Experience
•   Experience working in the airline or hospitality industry
•   Certification in event management
•   Experience with event management software and tools (e.g. event planning platforms, registration systems)
•   Strong knowledge of event marketing and promotion strategies

Skills, Licenses, and Certifications
• Skilled in strategic visioning and planning
• Skilled in communication and attention to detail
• The ability to successfully manage multiple engagements in various stages of planning at the same time and to prioritize work to achieve maximum productivity; effectively prioritize workload according to team goals and manager feedback
• The ability to meet unexpected changes, obstacles or uncertainty in stride and to react quickly and appropriately
• The ability to negotiate with vendors on behalf of American Airlines to maximize budget and sponsorship
• The ability to manage multiple deadline-driven initiatives simultaneously
• The ability to manage all elements of an event from the smallest to the largest elements with a keen eye to detail and a great sense of observation
• The ability to influence stakeholders at all levels of the organization
• The ability to delegate tasks and maintain project plan
• The ability to make decisions considering the relative costs and benefits of potential actions to choose the most appropriate choice
• PMP preferred
• CMP preferred

What you'll get

Feel free to take advantage of all that American Airlines has to offer:

1.   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.
2.   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.
3.   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.
4.   401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
5.   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.