American Airlines Analyst / Senior Analyst Ancillary Strategy in Ft Worth, Texas

Analyst / Senior Analyst Ancillary Strategy

Date: Oct 18, 2016

Location: Ft Worth, TX, US

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Additional Locations: None

Job Description

The successful applicant will join the Digital Channels Ancillary Product team which is responsible for non-flight ancillaries that are complimentary to an air purchase, including travel insurance, cruises, car rentals, hotels and activities. responsible for supporting the business operation, as well as managing and supporting the Switchfly platform and associated systems. Specific responsibilities include:

Agent Assist & Business Operational Support

  • Provide internal and external customer support for tour systems. Serve as primary system support resource for front line reservations. System-oriented assistance includes researching and troubleshooting platform issues, coordinating with platform vendor(s) for system problems and issue resolution, monitoring system errors and working with suppliers on any interface or booking problems

  • Act as primary liaison between front line reservations and Vacations/Digital Channels Senior management and tour system partners

  • Communicate/educate Reservations team on new features/functionality and product updates, and provide additional information for training material as required

  • Assist in investigating unknown or erroneous charges within specific Switchfly tour bookings

  • Support and assist in new supplier relationship development, and associated platform deployment/rollout

  • Support customer relations requests for additional information related to customer complaints, and research as necessary

  • Provide ad-hoc reporting in support of the operation

Job Description (Continued)

Product Development

  • Act as Subject Matter Expert (SME) for Switchfly and Car Planner products, both for issues resolution and in the business/decision-making process on setting scope, design, prioritization and testing of new releases and enhancements

  • Identify irregularities in tour systems, troubleshoot issues and ensure resolution

  • Assist with creating, modifying and testing new products and partners

  • Develop business requirements, submit enhancement requests, and review/approve functional specifications for Switchfly changes, upgrades and enhancements

  • Assist with test planning and utilize appropriate techniques/methodologies when testing

  • Conduct testing for all projects, enhancements and product updates

  • Conduct testing for new releases

  • Conduct setup and testing for hotel inventory activations through the HBSi connectivity platform

  • Ensure that the Switchfly team is delivering a valuable & quality product to the customer

  • Work on special projects as assigned in support of the business

Job Qualifications

  • Bachelor's degree or equivalent experience in airline or tour operations

  • Strong critical thinking, analytical and problem solving skills are needed, along with accuracy and attention to detail

  • Must be highly organized and detailed-oriented

  • Must possess ability to handle multiple projects simultaneously, effectively prioritize, manage change and customer expectations

  • Experience in Quality Assurance, including use of various test techniques and approaches

  • Relevant work experience in web/digital channels desired

  • Experience with Switchfly ecommerce and loyalty platform desired but not required

  • Experience testing APIs / web services

  • Experience with XML or ability to read HTML desired

  • SABRE experience desired

  • Strong aptitude and appetite for learning new technologies and domains

  • Ability to maintain professional demeanor in fast-paced, dynamic work environment

  • Excellent verbal and written communication skills, with ability to effectively interact with all levels of employees

  • Must be able to read, write, fluently speak and understand the English language

  • Level will be dependent on qualifications of the candidate

Additional Locations: None

Nearest Major Market: Fort Worth

Nearest Secondary Market: Dallas

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