What are the responsibilities and job description for the Coordinator, Brand Protection Resolution position at American Airlines?
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 Brand Protection Resolution Coordinator is part of a dynamic and collaborative team that plays a critical role in ensuring American Airlines is protected from brand damaging media crises played out on social channels across the web. The right person for this job must be able to work in a fast-paced, high-profile, high-volume environment with deadlines, including real-time issues management. Decisions made impact both customers and the brand based on analysis of the situation, tone, customer profile, media landscape and other factors. The successful candidate must be comfortable working closely with both company leadership and frontline team members in locations throughout the company’s global network to gather sensitive information and other materials for internal and external distribution.
What You'll Do
Minimum Qualifications- Education & Prior Job Experience
Feel free to take advantage of all that American Airlines has to offer:
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.
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 Brand Protection Resolution Coordinator is part of a dynamic and collaborative team that plays a critical role in ensuring American Airlines is protected from brand damaging media crises played out on social channels across the web. The right person for this job must be able to work in a fast-paced, high-profile, high-volume environment with deadlines, including real-time issues management. Decisions made impact both customers and the brand based on analysis of the situation, tone, customer profile, media landscape and other factors. The successful candidate must be comfortable working closely with both company leadership and frontline team members in locations throughout the company’s global network to gather sensitive information and other materials for internal and external distribution.
What You'll Do
- Identify sensitive service issues and potential crises on social channels for corporate reputation purposes
- Profile customers, advocates, influencers, bloggers and media personnel
- Assist with past, future and current travel issues to mitigate potentially brand damaging attention
- Collaborate with departments throughout the company to gather information related to service incidents
- Support rapid response communications including volatile and fast-moving issues with tight deadlines
- Assist leadership team with strategic ad hoc requests and projects
- Ability to work in a fast-paced, 24/7 environment
Minimum Qualifications- Education & Prior Job Experience
- Bachelor's degree in related field or equivalent experience/training
- Minimum of one to two years of airlines experience in Reservations, Customer Relations, or Social Media
- Excellent written and verbal communications skills
- In-depth understanding of American’s operations and customer service policies and procedures
- Strong initiative and solid judgment abilities/skills
- Exceptional attention to detail and ability to multi-task
- Excellent interpersonal, collaborative and problem solving skills
- Self-motivated, flexible and works well under pressure, both independently and in a team environment
- Ability to handle sensitive and confidential information appropriately
- Flexibility to work varied shifts, weekends and holidays as needed
- Acts with initiative and leadership and demonstrated problem solver
- Proficiency in Microsoft Office including Word, Excel, PowerPoint and Outlook
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
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.
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