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!

You’ll lead the strategy, development, and execution of training for Ground Operations and Cargo across domestic and international operations. Reporting to the Senior Manager, Training Strategy and Programs, you will ensure training initiatives are aligned with operational goals, regulatory compliance, and measurable performance outcomes. You’ll collaborate closely with station leadership and cross-functional teams to deliver impactful, scalable training solutions that support frontline excellence. If you’re passionate about building high-performing teams and driving consistency and excellence in Ground Operations and Cargo, this is the job for you!

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.
• Establish and maintain strong relationships with airport and cargo leaders, ensuring effective stakeholder engagement to guide training strategies and impact.
• Co-ordinate training strategies with various business units to align with business priorities, adapt to changes in process or technology, and successfully support performance, service and safety metrics.
• Ensure a strong feedback loop with frontline teams to identify training gaps and maximize effectiveness
• Optimize cross functional team roles in the Training organization to deliver for the business.
• Leverage synergies and best practices across ground operations and cargo training
• Prioritize resources to advance strategic initiatives while meeting near-term training delivery needs
• Oversee processes and effectively communicate to promote and implement training projects.
• Prepare, deliver and refine the training strategy based on leadership feedback
• Ensure training programs meet regulatory and compliance standards across all regions
• Establish performance metrics to evaluate training effectiveness and drive continuous improvement
• Integrate feedback loops from frontline teams to refine curricula and delivery methods
• Oversee implementation of new training technologies and methodologies, including blended learning, mobile platforms, and AI-powered tools.

Minimum Qualifications – Education & Prior Job Experience
• Bachelors Degree or equivalent experience
• 5+ years in training delivery, instructional leadership, or customer care operations
• Must have demonstrable track record of effective and proactive relationship management.
• Skilled at working collaboratively across cultures and organizational hierarchies
• 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
• Skilled at working collaboratively across cultures and organizational hierarchies
• Ability to lead, motivate and develop future talent
• Self - starter, high level of enthusiasm, energy and resilience

Preferred Qualifications – Education & Prior Job Experience
• Previous experience working with or supporting frontline airport, contact center, and cargo teams
• Experience developing training strategies or managing training programs
• Familiarity with airport, cargo, and customer service policies, procedures, and systems

Skills, Licenses, and Certifications
• Ability to design and execute long-term training strategies that align with business goals and operational realities
• Skilled in developing metrics and evaluation tools to assess training impact
• Strong relationship-building skills with field leaders, frontline teams, and cross-functional partners
• Expertise in managing complex projects with multiple stakeholders
• Comfortable driving change and continuous improvement in training delivery
• Clear and effective communicator, able to influence and align diverse stakeholders
• Forward-thinking approach to training delivery, including digital tools, blended learning, and adaptive content
• Intermediate or higher proficiency in Microsoft Office Suite, especially Excel, PowerPoint, Word, and 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

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.