Kevin Doeksen Email and Phone Number
I am a senior customer experience and operations executive and transformative business leader with a record of success and expertise in maximizing people, processes, programs, and systems to drive unmatched value at the highest levels of global business. I excel at harnessing efficiency and using new technologies to create a world-class customer experience, analyzing business operations to drive large-scale change initiatives, and serving as an advisor and thought leader helping future-focused leadership teams achieve critical objectives in short timeframes. Combining a results-focused leadership style with the ability to connect with stakeholders quickly-I work effectively at every level of the organization, unify cross-functional teams toward a common goal, and consistently achieve a positive business impact, regardless of the challenge. SKILLS, COMPETENCIES & EXPERTISEExecutive Leadership | Vision, Strategy & Execution | Business Analysis | Process Improvement | Efficiency & Optimization | Cost Control | Solution Innovation | Customer Experience | Large-Scale Project Management | Emerging Technologies | Data-Driven Insights | Workforce Planning | Performance Reporting | Budget Management | Partnerships & Alliances | Vendor/Supplier Management | Complex Negotiations | Training Programs | Mentoring & Team Building | Business Case Development | Key Relationship Management
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Senior Vice PresidentSeabury Airline Strategy GroupTexas, United States
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ConsultantAirline Strategy Group Sep 2024 - PresentDallas, Tx -
Managing Director – Inflight Strategy And OperationsAmerican Airlines Jul 2021 - Aug 2024Fort Worth, Texas, United StatesThe largest airline in the world by fleet size and scheduled passengers carried, American Airlines (NASDAQ: AAL) has 6,700 flights daily to over 350 destinations and generates $48.97B in annual revenue.• Led the development and implementation of long-term strategic objectives for American's Inflight team, which supports 26,000 Flight Attendants. Significantly improved operational reliability by reducing Flight Attendant lost time by 20% and Flight Attendant delays by over 15%. Managed 5 direct reports and a full team of 90 across 5 divisions - Administration/Attendance, Safety and Security, Innovation and Delivery (Technology), Analytics and Reporting, and Contract Administration. -
Managing Director – Customer Service RecoveryAmerican Airlines Aug 2018 - Jul 2021Fort Worth, Texas, United States• Led 6 American Airlines contact centers, including Customer Relations and Central Baggage Resolution, and 1,000 team members responsible for handling service recovery events at all stages of the customer journey. Led the design and implementation of long-term strategic objectives for Customer Service Recovery. Designed and implemented technology and process improvements to continuously drive efficiency, create an unparalleled customer experience, and expand revenue while reducing costs. Managed 6 direct reports and an annual budget responsibility of $237.7M.
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Managing Director – American Eagle Strategy And OperationsAmerican Airlines Aug 2016 - Aug 2018Fort Worth, Texas, United States• Planned and executed American’s regional carrier strategy to maximize operational reliability and the customer experience across 600 aircraft, 3,500 daily departures and 10 carriers. Developed and implemented the company's One American strategy, which delivered a unified customer experience across mainline and regional operations. Significantly improved reliability and cut costs by growing higher performing affiliates and American’s wholly-owned carriers. Negotiated wind-downs with 3 under-performing affiliate carriers and carried out transitions with zero impact to operation.
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Managing Director – Airport Customer Experience Planning And AnalysisAmerican Airlines Jan 2014 - Aug 2016Fort Worth, Texas, United States• Managed 6 direct reports and a team of 55 across 5 departments supporting American’s 100+ domestic airports in the areas of Manpower Planning and Engineering, Performance Reporting, Industrial Engineering, Business Analysis and Supplier Performance, and Ground Support Equipment (GSE) Planning. Optimized airport staffing levels and GSE across all domestic airports ensuring operational reliability and cost efficiency. Leveraged data analysis to drive increased operational performance, improved minimum connection times at all hub airports, and enhanced relationships and increased accountability with airport business partners (suppliers) to drive performance improvements.
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Director – Airport Strategy And ConsultingAmerican Airlines 2012 - 2014Fort Worth, Texas, United States• Leveraged new technologies to optimize staffing, improve workflows, and deliver a world-class experience at the airport for American’s customers. Designed American's Next Generation Airport with first-in-the-industry innovations, including in-floor kiosks with self-tagging functionality, which reduced full-service check-in labor costs by 50%. Led comprehensive financial analysis to quantify ROI for proposed strategic initiatives and provided critical insights to executive decision-makers.
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Director – Aa.Com & Reservations Planning And Contact Center PerformanceAmerican Airlines 2010 - 2012Fort Worth, Texas, United StatesLed all planning and performance functions for AA.com and Reservations, supporting American’s three Reservation contact centers and 5,00 team members. Led comprehensive financial analysis to quantify ROI for proposed strategic initiatives impacting Reservations and provided critical insights to executive decision-makers. Managed non-air products on AA.com (trip insurance, vacation packages, cruises, hotel, car) - negotiated contracts and managed supplier performance to maximize revenue.
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Senior Manager – Customer Experience Corporate StrategyAmerican Airlines 2007 - 2010Fort Worth, Texas, United StatesDeveloped and implemented American's Customer Blueprint, defining the desired customer experience for American's two customer bases (premium and non-premium). Gained input and alignment on the customer experience proposition across all operational leaders. Customer Blueprint used to identify gaps and guide future decision making and strategic investments.
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Manager – Financial Analysis, Airport Operations FinanceAmerican Airlines 2003 - 2007Fort Worth, Texas, United States
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Manager – Field Business Planning, Airport Operations FinanceAmerican Airlines 2000 - 2003Fort Worth, Texas, United States
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Senior Financial Analyst – Financial PlanningAmerican Airlines 1999 - 2000Fort Worth, Texas, United States
Kevin Doeksen Education Details
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Finance -
Industrial Engineering
Frequently Asked Questions about Kevin Doeksen
What company does Kevin Doeksen work for?
Kevin Doeksen works for Seabury Airline Strategy Group
What is Kevin Doeksen's role at the current company?
Kevin Doeksen's current role is Senior Vice President.
What schools did Kevin Doeksen attend?
Kevin Doeksen attended Southern Methodist University, Oklahoma State University.
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