Job Description

Omni Channel Content Copywriter

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!

This role is part of the Digital Content team within the Commercial organization and is responsible for developing engaging, customer-focused content that supports business objectives across digital channels. The role partners closely with stakeholders and subject matter experts to deliver high-quality, well-governed content and digital experiences while ensuring timely execution and alignment with brand standards. The ideal candidate combines strong writing, collaboration, and organizational skills with a marketing mindset and a passion for leveraging AI-enabled technologies to enhance content effectiveness.

What you'll do:

• Craft, write, edit and maintain customer-facing digital content across web, email, support and self-service experiences aligned with brand messaging, content standards and governance requirements
• Serve as the content point of contact for assigned projects, providing guidance and coordination to align content initiatives with business objectives
• Collaborate with writers, subject matter experts, marketing teams and business stakeholders to coordinate content development, ensure alignment with brand messaging and support timely delivery
• Champion American's brand voice and tone and ensure consistency across all digital channels
• Review content for accuracy, clarity, and adherence to brand and SEO standards
• Stay current on emerging digital content trends, content formats, and AI-enabled technologies
• Publish and maintain digital content within a content management system and pre defined templates, ensuring accuracy, clarity, accessibility, and SEO best practices
• Use emerging technologies and AI-enabled tools to support content creation, optimization and maintenance
• Partner with IT and business stakeholders to deliver and maintain digital content experiences
• Participate in an on-call rotation, including weekends and late nights, for publishing alerts resulting from weather delays / cancellations or other operational issues

All you'll need for success:

Minimum Qualifications:

• Bachelor's degree in Journalism, Communications or English, or equivalent experience / training
• 2 years of experience creating and managing customer-facing digital copy including web, mobile, email, customer support or self-service content

Preferred Qualifications:

• 5+ years of experience working within a CMS and editing / writing / translating concise, web / mobile friendly copy
• 5+ years of project management experience within a marketing, loyalty or digital environment
• 2 years of experience working with content management systems, digital publishing platforms, AI-enabled tools, and structured content technologies (e.g., HTML, CSS, JSON) to support content creation, publishing, and maintenance
• Experience building chat intents and response flows in virtual assistant technology
• Travel industry experience or general knowledge of the airline industry

Skills, Licenses & Certifications:

• Conceptual & strategic thinker
• Strong writing, editing and proofreading skills
• Experience with UX copywriting and a strong understanding of content strategy and SEO best practices
• Proven ability to write clear, concise, and engaging content that adheres to AP style and writing for the web best practices
• Strong coachability and ability to incorporate feedback to improve existing ideas or develop entirely new concepts
• Excellent written and verbal communication skills for seamless collaboration across all levels
• Ability to translate complex technical and industry jargon into clear, customer-friendly language
• Ability to manage multiple projects with strong attention to detail and thrives in a fast-paced environment
• Ability to set and achieve goals independently while collaborating effectively within cross-functional teams
• Adaptable and able to work efficiently in both individual and team settings
• Familiarity with content management systems and AI-enabled tools that support content creation, optimization and maintenance
• Strong writing and proof-reading skills
• Experience working with cross-functional teams and multiple stakeholders

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+ Team Member 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.

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