Manager, Customer Care Support and Accessibility

Posting Start Date: 6/20/25

Location: DFW Headquarters Building 8 (DFW-SV08)
Cities: Dallas - TX
Requisition ID: 79734
This job will continue to be posted until at least 07/04/2025 If interested, please apply prior to this date.
Job Description
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 Manager, Customer Care Support and Accessibility is part of the Airports Division. This position leads a team within Airport Operations Support to define and oversee the successful implementation of a cohesive Accessibility strategy across the organization, requiring the ability to build strong relationships with both internal and external stakeholders.
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, mentor, and develop a team of accessibility professionals. Provide strategic direction, prioritize workload, and ensure team goals align with broader company initiatives.
• Drive enterprise accessibility initiatives that align with regulatory requirements and customer expectations. Develop long-term strategies to improve accessibility across all customer touchpoints.
• Partner with leaders from Airport Operations, Inflight, Flight, Reservations, Customer Relations, Regulatory, Technology, Training, and Corporate Communications to implement accessibility initiatives and ensure organizational alignment.
• Maintain in-depth understanding of disability rights legislation, including the Air Carrier Access Act (ACAA) and ADA. Guide internal teams on compliance and advocate for proactive regulatory alignment.
• Ensure policies and procedures that enable in a positive travel experience for customers with disabilities, and engage with operational leaders to support the consistent application of those procedures
• Identify, advocate, and leverage technology enhancements that improve the team member and customer experience
• Represent American Airlines in industry forums and with advocacy groups (e.g., A4A, IATA). Build and maintain strong relationships with community organizations and serve as a visible leader on accessibility issues.
• Identify and advocate for technology enhancements that improve both customer and employee experiences. Collaborate with digital and IT teams to deliver inclusive solutions.
• Present business cases, updates, and strategic plans to senior leadership. Influence policy and investment decisions to champion accessibility priorities across the organization.
• Stay current on emerging trends, technologies, and best practices in accessibility. Translate insights into actionable strategies for American Airlines.
All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor's degree in a related field (e.g. business, communications, disability studies)
• 5+ years of experience in a customer-facing role, with a focus on accessibility and disability support
• In depth knowledge of disability regulations, including the U.S. Department of Transportation’s (DOT) Air Carrier Access Act (ACAA)

Preferred Qualifications- Education & Prior Job Experience

• Master's degree in a related field (e.g. business, communications, disability studies)
• 3+ years of experience in a leadership or management role
• Working understanding of Customer Service Manual and relevant Customer Care policies and procedures
• Previous Complaints Resolution Official (CRO) qualification

Skills, Licenses & Certifications

• Ability to achieve results in a constantly evolving environment, through influence, collaboration and communication at all levels of management
• Demonstrated focus on building and handling key relationships to help drive greater trust, credibility and business alignment
• Ability to communicate multi-directional (peer to peer, to varying levels of leadership) for initiative strategy, progress toward stated goals and risks/issues
• Ability to lead and influence teams with focus on American’s key leadership attributes of caring, collaboration, development of others, results and future-oriented mindset
• Strong problem solving, negotiation, and critical thinking ability
• Demonstrated ability to perform both independently and as a leader, handle multiple assignments, and respond to changing priorities
• Excellent verbal and written communication skills
• Self-motivated to deliver high quality work with attention to detail
• Passion for the team member and customer experience
• Knowledge of airport operations and customer technology
• Advanced Microsoft suite skills
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.