Responsibilities

• Support rapid response communications across the airline, serving as a first point of contact for the Operations Communications and Issues Response team.
• Research, analyze and provide information that guides media response, while proactively identifying, flagging and escalating emerging issues in real time.
• Translate complex data into clear, actionable insights and expertly gather and deliver timely information to inform communications strategies.
• Monitor and manage Media Relations inbox, tracking media inquiries, operational issues and incidents.
• Oversee and maintain databases, platforms and processes that support in efficient and accurate rapid response.
• Contribute to data-driven storytelling initiatives and preparing information across multiple platforms for quarterly and ad hoc reporting.
• Build and maintain strong working relationships across the company, upholding the integrity and effectiveness of the Global Engagement team.
• Perform other duties as assigned to support communication priorities.

Requirements

• Bachelor’s degree or equivalent education, training, or experience
• 2+ years of relevant work experience in handling customer issues and problem-solving
• 3 years of relevant work experience in Customer Relations or Reservations
• Experience with tools and systems such as AACoRN, Asana, Sabre, ePNR, Adovocate, Document lookup, Nexidia, and CERS
• Ability to thrive in a fast paced, 24/7 environment.
• Strong written and verbal communication skills, with the ability to support projects requiring critical thinking and presentation.
• Proven ability to adapt quickly, work well under pressure, and meet tight deadlines.
• Highly analytical with an interest in using social media and internal platforms to enhance processes and reporting.
• Strong organization and attention to detail.
• Problem-solving skills and open-minded approach to reaching fair and thoughtful solutions.
• Ability to manage multiple inquiries simultaneously while maintaining accuracy and quality.
• High level of professionalism and discretion when handling confidential and sensitive information.
• Excellent time-management skills with the ability to manage multiple priorities independently.
• A collaborative mindset and the ability to work efficiently with team members and leadership.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook); experience in Power BI is a plus.

Preferred

• Power BI is a plus

Benefits

• 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