Specialist/Sr. Specialist, Brand Protection & Social Insights

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 Specialist/ Sr Specialist, Brand Protection Resolution & Social Insights translates Sprinklr data into actionable insights that uncover the root causes of customer pain points and inform strategies to improve customer experience. This role defines and analyzes key performance metrics, conducts deep social listening, and partners cross-functionally to address operational drivers of dissatisfaction and mitigate emerging risks. Through clear, executive-ready storytelling and scalable reporting, the role enables proactive decision-making to protect the brand and drive continuous improvement at scale. This job is a member of the Brand Protection Team with the Service Recovery Organization. 

What you'll do

•    Translate Sprinklr data into actionable insights that identify root causes of customer pain points and inform business decisions to improve the customer experience. 
•    Define and manage social and Brand Protection KPIs (e.g., CSAT, sentiment trends, response times), ensuring alignment to operational and customer impact—not vanity metrics. 
•    Conduct deep social listening and root cause analysis to quantify drivers of dissatisfaction and connect insights to policy gaps, process breakdowns, and operational challenges. 
•    Partner cross-functionally (Operations, Airports, Inflight, Digital) to validate findings and drive targeted solutions that address underlying issues. 
•    Develop clear, executive-ready narratives that articulate what happened, why it happened, and recommended actions to influence leadership decision-making. 
•    Build and maintain dashboards and reporting (Sprinklr, Tableau, Snowflake) to deliver accurate, scalable, and automated insights aligned to business priorities. 
•    Proactively monitor trends and emerging risks, surfacing issues early and recommending actions (e.g., staffing, workflow, policy updates) to prevent escalation and protect the brand.

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

•    Bachelor’s degree in relevant field or equivalent experience/training
•    3  years related experience

Preferred Qualifications- Education & Prior Job Experience

•    Experience in social analytics, insights, or customer experience roles
•    Experience in social analytics tools (Sprinklr strongly preferred; Brandwatch, Sprout acceptable)
•    Experience in high-volume customer service or service recovery environments

Skills, Licenses & Certifications

•    Strong analytical skills, including the ability to clearly and effectively create reports that articulate insights and recommended actions
•    Outstanding verbal and written communications skills
•    Highly collaborative; skilled at working cross-functionally to drive results
•    Proficiency in Microsoft Office products, in particular, Microsoft Excel
•    Flexibility to ensure effective management of 24/7 schedule
•    Ability to develop and adhere to timelines, manage projects with minimal supervision and work well in a team environment
•    Ability to be innovative and creative
•    Self-starter, highly motivated and ability to work independently

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.