**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** You’ll be at the forefront of ensuring excellence in training delivery across Airports, Contact Centers, and Cargo. Reporting to the Sr Manager, Operational Excellence Training & Airport Performance and Readiness, you’ll lead Team Leads who manage instructor teams, making sure training programs are delivered consistently, effectively, and to the highest operational standards. You’ll apply strong leadership and project management skills to optimize resources and maintain facilitation quality across all locations. If you’re passionate about building high-performing teams and driving consistency and excellence in training delivery, this is the job for you! **What you'll do** 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. + Lead a team of Team Leads overseeing domestic and international corporate instructors for Airports, Contact Centers, and Cargo training delivery. + Coach Team Leads to optimize schedules, logistics, and instructor assignments while fostering a positive, high-performance culture. + Provide coaching and conduct classroom evaluations to ensure facilitation excellence and instructor development. + Implement structured onboarding, course qualification, and certification frameworks to maintain consistency and readiness across instructional teams. + Ensure efficient utilization of instructional resources, balancing operational priorities with training capacity. + Collaborate with station leadership and cross-functional teams to align training delivery with regulatory, operational, and customer experience standards. + Define and monitor KPIs; maintain dashboards to track training effectiveness, instructor performance, and learner outcomes. + Analyze performance data to identify trends, address gaps, and adapt delivery models to evolving business needs. + Drive innovation in training delivery through digital platforms, AI-enhanced learning tools, and immersive simulations + Manage cross-functional training projects using Agile or PMI-based methodologies to ensure timely execution and measurable impact + Foster a culture of continuous improvement, customer-first thinking, and operational readiness through strategic training initiatives **All you'll need for success** **Minimum Qualifications – Education & Prior Job Experience** + Bachelor’s Degree or equivalent experience + 5+ years in training delivery, instructional leadership, or customer care operations + Proven ability to lead and develop geographically dispersed teams + Strong track record of relationship management and cross-functional collaboration + Excellent communication skills across presentations, briefings, and meetings + Ability to manage multiple priorities and make sound decisions under pressure + High level of resilience and adaptability in fast-paced environments **Preferred Qualifications – Education & Prior Job Experience** + Experience supporting frontline airport, contact center, and cargo teams + Background in developing training strategies or managing training programs + Familiarity with airport, cargo, and customer service policies and systems **Skills, Licenses, and Certifications** + Certification in training delivery or instructional facilitation (e.g., ATD, CPTD, or equivalent) + Skilled in defining and analyzing KPIs to measure training effectiveness + Expertise in managing complex projects with multiple stakeholders + Comfortable driving change and continuous improvement in training delivery + Familiarity with blended learning and digital tools + Proficient in Microsoft Office Suite and collaboration tools (e.g., Asana) **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. EQUAL EMPLOYMENT OPPORTUNITY/ AFFIRMATIVE ACTION POLICY American Airlines maintains a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled veteran or other protected veteran, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, the following employment decisions and practices: hiring; upgrading; promotions; demotions or transfers; layoffs; recalls; terminations; rates of pay or other forms of compensation; selection for training, including apprenticeship; and recruitment or recruitment advertising.