Director, International Reservations and Sales Support

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 Director, International Reservations & Sales Support oversees all operational and strategic functions for American Airlines International Reservations sites. This role ensures exceptional service delivery, operational excellence, and strong relationships with global Sales partners supporting AAdvantage Business, corporate accounts, and agency programs. The Director influences product roadmaps, strengthens cross-functional partnerships, and advances customer and employee experience outcomes while delivering aggressive operational, financial, and strategic goals. This role requires at least 25% international travel.

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.

• Ensure International Reservations teams are highly trained, knowledgeable, and consistently deliver world-class customer service aligned with company standards and performance metrics.


• Lead, coach, and develop managers across all International Reservations sites, emphasizing operational excellence, employee development, customer experience, and service recovery.


• Serve as the primary liaison between International Reservations and internal Sales partners, including AAdvantage Business and agency support teams, to ensure seamless coordination, shared priorities, and improved outcomes for corporate and agency customers.


• Build strong, strategic relationships with functional counterparts across Sales, Product, Technology, Customer Experience, and Contact Center Planning & Analytics.


• Influence Sales and Reservations product roadmaps to enhance customer self-service capabilities, streamline support processes, and improve both customer and employee experiences.


• Continuously evaluate and improve operational processes for increased efficiency, quality, and service consistency across all international sites.


• Champion innovative thinking to modernize workflows, technology adoption, workforce strategy, and customer self-service capabilities.


• Develop and manage operating budgets while achieving cost, performance, and productivity targets.


• Ensure proper application of policies and procedures through close partnership with People Business Partners and site leadership teams.


• Maintain effective communication strategies with front-line team members and leadership across all international locations.


• Provide executive-level visibility into operational performance, customer insights, sales support trends, and strategic opportunities.


• Support a 24x7 global operation by remaining available for urgent, business-critical needs.

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor’s degree in Business Administration/Management or equivalent experience/training.


• 7 years of leadership experience, including managing leaders and large frontline teams in a customer-facing, service-driven environment.


• Previous experience leading contact center or reservations operations required; international leadership experience preferred.

Preferred Qualifications- Education & Prior Job Experience

• Experience in airline reservations, international operations, or global contact center environments.


• Demonstrated success partnering with Sales organizations, corporate accounts, or agency programs.


• Experience influencing product or technology roadmaps in a large enterprise environment.

Skills, Licenses & Certifications

• Demonstrates the highest standards of personal ethics, accountability, and integrity.


• Proven experience building and influencing strategic, cross-functional relationships across complex global organizations.


• Strong ability to think strategically, negotiate effectively, and apply sound judgment in fast-changing environments.


• Demonstrated success driving innovation, continuous improvement, and customer or employee experience enhancements.


• Ability to manage multiple large-scale initiatives simultaneously while maintaining a high level of detail orientation and follow-through.


• Strong mentoring and relationship-building skills with the ability to navigate complex interpersonal and cultural dynamics across global sites.


• Exceptional communication and presentation skills, with ability to handle complex topics comfortably and to interact effectively with all levels, both verbally and written.


• Ability to thrive in a fast‑paced, dynamic, and high‑expectation environment.


• Willingness and ability to travel at least 25% internationally.


• Ability to support a 24x7 global operation as needs arise.

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.