Mark Mitchell
About
Mark Mitchell is from Dallas, Texas, United States. Mark works in the following industries: "Management Consulting". Mark is currently Executive Ambassador & Advisor - Chief Customer Office at SAP, located in Dallas, Texas, United States. Mark also works as Author at 'My Gift' by Mark P. Mitchell, Feb 4, 2020 now available on Amazon.com, Barnes & Noble, Indigo, more, a job Mark has held since Dec 2019. In Mark's previous role as a TribeCX Board Advisor & Practitioner at TribeCX, Mark worked in until Sep 2021. Prior to joining TribeCX, Mark was a SAP Independent Executive Advisory Council (IEAC) Member at SAP SuccessFactors and held the position of SAP Independent Executive Advisory Council (IEAC) Member. Prior to that, Mark was a Entrepreneur, Author & Advisor at M&M Leadership & Advisory LLC, based in Dallas/Fort Worth Area from Feb 2019 to Sep 2021. Mark started working as Managing Director HR Shared Services at American Airlines in Dallas/Fort Worth Area in Apr 2016. From Jan 2014 to Apr 2016, Mark was Managing Director Technology Integration Management Office at American Airlines. Prior to that, Mark was a Managing Director Business Technology Services - PSS Integration at American Airlines from Jun 2013 to Jan 2014. Mark started working as Managing Director Business Technology Services - JetStream at American Airlines in Corporate Offices in Jun 2012.
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Mark Mitchell's current jobs
17 Powerful Insights that go in to Personal Development, Leadership & Business. 'Every Day You Have a 2nd Chance to Become the Best You" is the premise of the Gift to each reader. The Insights come from a Life of Faith, Learning and Leadership. 'My Gift' by Mark P. Mitchell is now available on Amazon.com, Barnes & Noble, Indigo (Canada) and more venues for ordering.
Mark Mitchell's past jobs
Board Advisor & CX Practitioner with TribeCX and their clients with focus in the area of Transportation and Hospitality sector. With 33+ years of deep airline experience and as former CX lead for American Airlines, our toolkit and partnership with TribeCX bring enablement, scalability, execution and sustainability to your Customer Experience journey. www.TribeCX.com
Partnering with SAP through the Independent Executive Advisory Council (IEAC) to create wins for their clients in the areas of HR Transformation to SAP SuccessFactors. Possess significant experience with SAP product lines including SuccessFactors, C4C Case Management platform, Fieldglass for contingent workforce management as well as a host of partner apps. www.successfactors.com
Driving Results Execution, Leading Business Transformation, Coaching Organizational Change Management, Executive Coaching through our new business @ M&M Leadership & Advisory LLC. We focus on creating business wins through our key partnerships with SAP SuccessFactors, TribeCX, DocuSign & Syniti. Customer Experience and HR Transformation are our specialty! www.M-MAdvisory.com
Led team of 110 HR Professionals to Deliver Excellence in Employee Services for the New American Airlines. Completed a $100M+ Digital and Business Transformation via SAP SuccessFactors implementation to shape the new Employee Experience. In-sourcing and growing services with our Team Member Service Center Operating on SAP C4C platform handling 500+ daily employee cases & interactions. Leading HR Reporting & Analytics. Delivering support to Employee Travel programs. Supporting the People business with Agile Project Management. Providing excellence in Vendor Management/Procurement Support. The HR team under my care reported a 91% engagement score.
Leading the program office integration team for the technology related Merger activities with American Airlines and US Airways. The team led identification of risks, issues and dependencies across 1400+ IT applications to ensure Customer, Operational, Employee, Revenue and general synergy goals were prioritized and achieved.
Responsible for Planning and Executing the integration of the American Airlines and US Airways Passenger Services Systems (PSS) to enable the delivery of a Single Integrated Customer Experience. Completed selection of PSS partner, negotiation and contract development to completion achieving business needs for the merger and a 10 year contractual deal valued at approximately $1B. Additionally negotiated the framework for achieving the successful delivery of the Single Integrated PSS solution.
Responsible for Business and IT integration for American's next generation Customer Technolgy System development and deployment.
Served as Chairman of the Board for 18 months and currently serve on the Executive Committee and Chair Board Development Action Team
Responsible for leading the strategy and company engagement to drive forward American's internal Customer Experience efforts across all customer touch points. Ensure VoC efforts are widely communicated and understood across all business units. Responsible for all Customer Relations and Customer Insights team activities. Actions from the team resulted in a 4+ point increase on company Likelihood to Recommend (LTR) during the journey.
Responsible for Customer Service and Safety for all of the American Airlines operations at LAX INTL airport in 2006-2007. Also previous leading LaGuardia Airport in NY from 1999-2002 and the North East Region for American Eagle 2002-2004 with leadership and oversight of 26 cities. Team in LAX consisted of 1000+ airline professionals with budget responsibility of $100M+ annually.