Responsibilities

• Serve as a strategic communications consultant and hands-on executor, supporting the Operations organization — including Global Airports, Contact Centers and the Customer and Operational Excellence team, which is comprised of support functions, like policies and procedures, for Airports and Contact Centers.
• Develop comprehensive communications strategies for Global Airports, Contact Centers and Customer and Operational Excellence, to shape messaging strategies for key initiatives that drive operational performance and improve the customer experience.
• Help bring to life the airline’s commitment to safety, operational performance and customer experience. Whether it’s launching new initiatives, amplifying stories of our team members or helping leaders communicate change, you’ll play a vital role in connecting our Operations strategy to our frontline workforce and members of the media.
• Work with the Operations Communications leaders and colleagues, as well as the broader Global Engagement team, to build and execute on forward-looking, strategic communications plans across multiple internal and external channels to achieve our business goals.
• Collaborate closely with Operations leaders to deliver clear, compelling, and actionable messaging to frontline team members, as well as drive accurate external media coverage and contribute to executive communications.
• Lead a team of communications specialists in translating complex operational policies into clear, engaging communications for team members and media.
• Explore new communications methods and identify the most effective channels and vehicles for meaningful, engaging communications for a frontline workforce to improve consistent application of policies and procedures. Constantly measure and improve effectiveness by engaging with frontline leaders and team members.
• Create toolkits, talking points and other resources to equip Operations leaders with what they need to communicate effectively with their teams. Source, craft and share compelling stories that highlight the Operations team — showcasing team members, highlighting initiatives and positioning American as an industry leader.
• Support issues response and crisis communications during media “on call” duties a few times a year.
• Aggressively defend American’s reputation and monitor media coverage to ensure accuracy.
• Work in a fast paced, 24/7 environment to support American's communications efforts.
• Identify proactive external opportunities for the airline and draft content for an array of audiences and platforms.