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about 1 year ago
American Airlines
Location: Fort Worth
Job type: Contract/Locum
Contact: No Name
Category: Project Manager

Job Description

Customer Solutions is seeking highly motivated, experienced and enthusiastic Product Owner to guide the development of our projects under Service Recovery.


This Project Manager works on some of the largest, most complex products, and drives significant innovation. The responsibilities is to have a vision of what he or she wishes to build, and convey that vision to the scrum team.  In this role as a Product Owner, you’ll work closely with the end customers and build solutions.  The candidate should understand the Airline business and the customer in order to make sound decisions.  The product owner will show commitment by doing whatever is necessary to build the best product possible – and that means being actively engaged with their teams. Finally, communication is a large part of the product owner responsibilities. The product owner role requires working closely with key stakeholders throughout the organization and beyond, so he or she must be able to communicate different messages to different people about the project at any given time.



  • Develop appropriately detailed user stories for product features so that they are clearly understood by the development teams.
  • Clearly defined Acceptance Criteria per feature.
  • Inspire and motivate the development teams to deliver innovative and exciting solutions with an appropriate sense of urgency.
  • Act as an ambassador for the product internally and externally, and as the primary contact for queries related to the product.
  • Work with key stakeholders across the company to ensure successful product releases.
  • Draft key objectives, strategies and apply the data for a product to make business decisions.
  • Possess a fundamental understanding of end-to-end customer experience integration and dependencies.
  • Lead, manage and collaborate with cross-functional teams, business partners and stakeholders for a product(s).
  • Assess value, develop cases, and prioritize stories, epics and themes to ensure work focuses on those with maximum value that are aligned with product strategy.

Job Qualifications


  • At least 5 years project management experience, managing large projects.
  • Experience managing customer or employee facing applications preferred.
  • Ability to communicate precisely and clearly, both orally and in writing, with people at all levels.
  • Strong analytical, estimating, and problem solving skills.
  • Attention to detail.
  • Ability to build working relationships with customers and development teams.
  • Strong organization, planning, and presentation and negotiation skills.
  • Ability to handle and track multiple projects simultaneously.
  • Able to effectively prioritize projects and manage changes and customer expectations.
  • Basic QA/UAT Testing.
  • Effectively prioritize, and manage change along with managing customer expectations.


  • Experience with Agile, project planning and delivery.
  • Airline experience desired.
  • CRM, complaint management experience preferred.
  • Experience in Loyalty, Customer Experience or Service Recovery a plus.
  • Certification in Project Management by a recognized project management organization (such as the Project Management Institute--PMI) desired.

Additional Locations: None


Nearest Major Market: Fort Worth 
Nearest Secondary Market: Dallas 
Job Segment: Project Manager, Manager, CRM, Quality Assurance, Technology, Management

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