Kim Cisek was named Vice President of Global Reservations and Service Recovery in May 2025. In this role, Kim oversees the airline’s Contact Centers, both domestic and international, working together towards operational excellence and an elevated customer experience.

Prior to her current role, Kim served as Vice President of Customer Experience, leading the airline’s efforts to create and deliver a world-class customer experience. Here, she oversaw the teams responsible for the customer’s digital experience, customer products, including American’s lounges and luxury experiences, and inflight product development.

She previously served as Managing Director of Customer Experience Innovation Delivery, introducing tools and technology to team members to drive innovation in the customer experience.

She began her career at America West Airlines and US Airways, holding several roles in Finance, Contact Center Planning & Analysis and Technology Delivery. With more than two decades of experience at American, Kim has also held leadership positions to support the airline’s Service Recovery efforts, including Customer Relations.

Kim participates in multiple mentoring programs at American, including serving as Executive Sponsor of the airline’s Survivors Network Employee Business Resource Group (EBRG). She is also a member of Women Leading Travel & Hospitality and serves on the Board of Directors for the American Airlines Credit Union.

She holds a Master of Business Administration, a Bachelor of Science in Finance, and a Bachelor of Science in Marketing from Arizona State University.