Job Description

Salary: $65,000 - 105,000 per year Requirements:

• Bachelors degree in Computer Science, Statistics, Mathematics, Data Science, Business Analytics, or a related technical field, or equivalent experience or training
• At least 3 years of related work experience
• At least 2 years of experience extracting, manipulating, and analyzing data from relational databases
• Experience with data extraction tools and methods such as SQL, SAS, or Access
• Experience using internal data warehouses, such as Mosaic, for data extraction, analysis, and reporting
• Strong project management skills, including experience managing cross-departmental projects
• Proficiency with Microsoft Office applications, including Excel, Access, and PowerPoint; advanced Excel and Tableau or Power BI knowledge is desirable
• Ability to write SQL queries in at least one SQL variety, such as MSSQL or MySQL
• Strong problem-solving ability and skill in structuring appropriate analytical frameworks
• Excellent leadership and teamwork skills, with the ability to work effectively in varied situations
• Preferred: Masters degree
• Preferred: Experience developing Big Data platform solutions using tools such as Hue, Impala, Kylo, or ZoomData
• Preferred: Experience with Azure Databricks and SSMS
• Preferred: Experience with SAS, Python, or R and related development environments such as RStudio, JupyterHub, or PyCharm
• Preferred: INFORMS Certified Analytics Professional

• Support strategic planning for Contact Center Planning by measuring and analyzing key performance metrics
• Conduct complex quantitative analyses across contact center topics to identify insights and inform policy decisions
• Produce standard reports and high-value analyses to improve understanding of customers and policies, enhance the contact center experience, and support revenue
• Contribute to the company-wide analytics plan and lead high-visibility projects across departments
• Own at least one contact center data subject area and serve as the primary contact for data requests, metadata, and statistical analyses
• Liaise between Mosaic and the Contact Center Planning team, developing new data sources and overseeing improvements to existing databases
• Work with business partners to define KPIs and data sources for new policies and products
• Provide data and analytics support to one or more American Airlines contact centers

• Azure
• Big Data
• Databricks
• Excel
• Support
• MySQL
• Power BI
• Python
• SAS
• SQL
• Tableau
• Cloud
• Data Warehouse
• Network
• Office 365

More:

We are American Airlines, and this role sits on our Contact Center Planning, Reporting, and Operations Team within the Customer Division. We offer opportunities to build expertise and grow your career while supporting the smooth operation of the worlds largest airline. Our benefits include travel privileges for you, your family, and friends; health, dental, prescription, and vision coverage from day one; wellness resources; a 401(k) program; and additional offerings such as an Employee Assistance Program, pet insurance, and travel-related discounts. Inclusion and diversity are central to our workplace, supported by more than 20 Team Member Business Resource Groups.

last updated 42 week of 2026

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