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Manager, Voice of Customer Programs (Fort Worth, TX, US)

American Airlines • Manager, Voice of Customer Programs (Fort Worth, TX, US) • 3w 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

This role leads American Airlines’ enterprise-wide Voice of Customer strategy by managing and optimizing the Qualtrics listening and analytics platform across all major feedback channels. It partners closely with IT, Customer Analytics, Digital, Reservations, Customer Relations, and Qualtrics teams to ensure customer feedback is actionable, reliable, and aligned with business priorities. The work directly shapes how the company understands customer sentiment and influences decisions that impact millions of travelers.

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 management, governance, and optimization of the Qualtrics platform across all customer feedback channels.
Oversee the design, deployment, and performance of post‑trip surveys, aa.com and mobile app surveys, Reservations surveys, and Customer Relations surveys.
Partner with IT squads and Qualtrics teams to ensure platform stability, data integrity, and seamless integration with internal systems.
Collaborate with Customer Analytics to translate feedback into insights that drive operational and customer‑experience improvements.
Develop and maintain dashboards, reporting structures, and automated workflows that support enterprise listening strategies.
Ensure survey methodologies, sampling strategies, and feedback mechanisms align with best practices and business needs.
Serve as the primary point of contact for internal stakeholders seeking customer feedback insights or platform enhancements.
Monitor emerging trends in customer listening technologies and recommend improvements to strengthen our VOC ecosystem.
Build a centralized Customer Listening Platform, inclusive of surveys and other unsolicited customer feedback (chats, calls, social media, etc)
Manages the backlog, iteration planning, and enhancements to our Survey Data Product

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

Bachelor’s degree in Business, Marketing, Analytics, Customer Experience, or a related field; or equivalent experience/training.
Experience managing customer feedback platforms, preferably Qualtrics or similar enterprise listening tools.

Preferred Qualifications- Education & Prior Job Experience

Master’s degree in a related field.
Experience leading enterprise‑level Voice of Customer programs.
Familiarity with airline, travel, or hospitality industry customer‑experience programs.
Experience with API integrations, workflow automation, or digital feedback systems.
Proficiency in data visualization tools (e.g., Tableau, Power BI).
Experience working with customer analytics teams or advanced customer‑insight methodologies.

Skills, Licenses & Certifications

Qualtrics platform expertise, survey design, analytics interpretation, dashboard creation
Ability to identify trends, diagnose issues, and recommend data‑driven improvement
Strong understanding of survey design, sampling, and customer‑experience measurement methodologies.
Demonstrated ability to collaborate with cross‑functional teams, including IT and analytics partners.
Excellent communication skills with the ability to translate data into clear, actionable insights.
Strong organizational skills and ability to manage multiple projects simultaneously.
Strong written and verbal communication, stakeholder engagement, and presentation abilities

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.