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Director, Sales Support and Partner Operations (Fort Worth, TX, US)

American Airlines • Director, Sales Support and Partner Operations (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 on board!

Why you'll love this job

The Director, Sales Support and Partner Operations leads frontline sales support teams, including agency help desks and account coordination functions, that enable travel agency partners (TMCs, OTAs, and other agencies) to sell American Airlines products effectively. This role drives revenue by optimizing sales support workflows, resolving escalated service issues, and ensuring high performance across booking, ticketing, and contract support. This position will also be responsible for supporting our contact center partners, including the development and execution of chat channel strategies.
This leader serves as a key operational partner to Sales, translating commercial strategy into scalable, high-quality support for agency customers while advancing customer, partner, and employee experience outcomes.

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.

Frontline Leadership: Lead, coach, and develop managers and frontline specialists providing sales and operational support, fostering a culture of accountability, service excellence, and continuous improvement.
Agency Partnership Support: Oversee end-to-end operational support for agency partners, ensuring seamless booking, ticketing, fare, and contract-related assistance that enables agencies to sell efficiently and confidently.
Operational Excellence: Streamline sales support workflows, improve response times, and implement tools and technology to increase efficiency, consistency, and scalability across support functions.
Performance Management: Establish, monitor, and optimize key performance indicators (KPIs) and service level agreements (SLAs) to ensure high-quality, reliable service delivery aligned with sales and revenue goals.
Escalation Management: Serve as the final point of escalation for complex or high-impact agency service issues, ensuring timely resolution and strong partner outcomes.
Strategic Collaboration: Partner closely with Sales leadership, account management, and commercial teams to align support strategies with revenue priorities, incentive programs, agency contracts, and distribution initiatives.
Cross-Functional Partnership: Build strong relationships with Product, Technology, Customer Experience, Legal, Finance, and Contact Center Planning & Analytics to influence roadmaps and improve agency-facing tools and processes.
Continuous Improvement & Innovation: Champion modernization of sales support capabilities through digital enablement, self-service expansion, and data-driven decision-making.
Financial & Resource Management: Develop and manage operating budgets while meeting cost, productivity, and performance targets.
Communication & Visibility: Provide clear executive-level reporting on operational performance, agency trends, escalation drivers, and strategic opportunities.
Business Continuity: Support a business-critical operation by remaining available for urgent agency or sales-related needs.

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

Bachelor’s degree in Business Administration, Management, or equivalent experience/training
7 years of leadership experience managing leaders and frontline teams in a sales support, service, or customer-facing environment
Prior experience leading contact center, sales support, or agency-facing operations required

Preferred Qualifications- Education & Prior Job Experience

Experience supporting airline sales, distribution, or travel agency environments (TMCs, OTAs)
Demonstrated success partnering with Sales organizations, corporate accounts, or agency programs
Experience influencing product, technology, or digital self-service roadmaps in a large enterprise

Skills, Licenses & Certifications

Demonstrates the highest standards of ethics, accountability, and integrity
Proven ability to build and influence strategic, cross-functional partnerships across complex organizations
Strong strategic thinking, negotiation, and judgment skills in fast-paced environments
Track record of driving operational excellence, innovation, and measurable performance improvement
Ability to manage multiple large-scale initiatives with strong attention to detail and execution
Exceptional written and verbal communication skills, with comfort engaging senior leaders and frontline teams alike
Ability to thrive in a high-expectation, results-driven environment
Ability to travel 1-2 times per month, domestic and international

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.