Responsibilities

• Proactively identify communication gaps, process inefficiencies, and customer experience opportunities, and support scalable solutions that improve operational recovery communications.
• Manage and continuously improve customer recovery communication templates across multiple channels, ensuring messaging remains accurate, customer-friendly, operationally aligned, and brand consistent.
• Update and optimize communications related to delays, cancellations, reaccommodation, and service recovery initiatives.
• Support implementation, optimization, and adoption of communication technologies, tools, and automation capabilities.
• Research and recommend innovative approaches and best practices to improve the effectiveness and efficiency of customer communications.
• Identify opportunities for process improvement within customer communication workflows and operational recovery processes to improve consistency and customer satisfaction.
• Draft and maintain standard operating procedures, communication guidelines, and process documentation.
• Partner with Brand, Corporate Communications, Airports, Customer Support, Operations, and Digital teams to ensure communication alignment and consistency.
• Coordinate communication strategies and messaging updates during irregular operations (IROPs) and recovery events.
• Monitor communication performance and customer feedback to identify opportunities for improvement.
• Support testing, validation, implementation, and continuous improvement of communication enhancements and operational system updates.
• Provide operational support and assist with on-floor communications coverage during high-volume operational events or staffing gaps.
• Ensure communications comply with company standards, policies, and regulatory requirements.
• Support IROPS and crisis response activations.
• Other duties as assigned.

Requirements

• Bachelor’s Degree in Communications, English, Journalism, or a relevant field; OR demonstrated capability to perform job responsibilities with a High School Diploma/GED and at least four (4) years of previous relevant work experience
• One (1) year communication/writing experience
• Strong written and verbal communication skills with exceptional attention to detail
• Ability to manage multiple priorities in a fast-paced operational environment
• Experience working cross-functionally with multiple departments and stakeholders
• Proven ability to manage multiple projects while meeting deadlines
• Experience with process improvement initiatives, workflow optimization, or operational documentation
• Ability to adapt quickly during operational disruptions and changing priorities
• Extreme attention to detail
• Highly proficient with the Microsoft Office suite (specifically PowerPoint and Outlook)
• Occasional overnight travel (20%)
• Pass a pre-employment drug test
• Must be legally eligible to work in the country in which the position is located
• Authorization to work in the US is required. This position is not eligible for visa sponsorship

Preferred

• Experience in a fast-paced operational environment (e.g., airline operations, crisis communications, or customer operations).
• Experience developing written communications, presentations, procedures, and operational documentation.
• Experience “ghost writing” and adapting tone and messaging for various teams, leaders, and audiences.
• Experience using AI tools (e.g., ChatGPT) to support content development, editing, and message refinement.
• Working knowledge of content management systems, customer communication platforms, and operational support tools.
• Knowledge of HTML, XML, SGML, and/or multimedia or design tools.
• Knowledge of airline operations, customer experience, and recovery communications.
• Ability to work effectively in a high-pressure, time-sensitive, team-oriented environment.
• Strong organizational, communication, and attention-to-detail skills.