Nisha Maharaj
Charlotte
Summary
Dynamic global business leader with a proven track record at American Airlines, driving operational efficiency and customer experience optimization. Spearheaded award-winning training programs and strategic partnerships, enhancing compliance and profitability. Passionate about talent development and strategic leadership, consistently achieving significant improvements in customer satisfaction and operational performance.
Overview
30
30
years of professional experience
Work History
Senior Manager International and Landside Ops
American Airlines
Charlotte
01.2025 - Current
- Cultivated strategic relationships with CBP, TSA, and CLT Airport, boosting NPS by 11 points.
- Redesigned lobby flow with IE team to optimize customer movement and flagship footprint.
Senior Manager, Global Airports & Cargo Training
American Airlines
Dallas
06.2020 - 12.2024
- Redesigned training programs for new hire customer care, ground operations, and cargo teams, winning Brandon Hall Awards in 2023.
- Led global team across 17 countries to deliver comprehensive training for multiple departments.
- Introduced innovative training models to enhance consistency, compliance, and partner engagement globally.
Senior Manager, International Training & Compliance
American Airlines
London
08.2016 - 06.2020
- Spearheaded formation of a facilitator team for American Airlines' international operations.
- Established a compliance support unit, ensuring global audit readiness.
- Supervised adherence to international regulatory frameworks.
- Enhanced collaboration between domestic and international departments.
Senior Manager, Customer Service Delivery
American Airlines
London
07.2014 - 08.2016
- Led security, and customer service at Heathrow Airport.
- Mentored junior managers, fostering leadership skills and team collaboration.
- Collaborated with Heathrow Airport Limited on automation initiatives and Terminal 3 enhancements.
- Executed upgrades that elevated customer satisfaction metrics.
General Manager
American Airlines
Paris
07.2011 - 07.2014
- Revamped operational structure at Paris airport, leading to improved interdepartmental collaboration and cost savings.
- Secured advantageous terms with Aeroports de Paris and vendors, enhancing overall profitability.
General Manager, EMEA Reservations
American Airlines
Dublin
01.2006 - 07.2011
- Managed strategic direction for European reservation center with a workforce exceeding 120 employees.
- Executed automation initiatives and technology upgrades to improve operational efficiency and maximize revenue capture.
Regional Manager, Indian Subcontinent
American Airlines
New Delhi
08.2005 - 12.2007
- Managed operations for sales, marketing, finance, and airports in India, Bangladesh, Sri Lanka, and Nepal.
- Built strategic partnerships with government entities to support market growth initiatives.
Country Manager
American Airlines
Trinidad and Tobago
12.1998 - 08.2005
- Streamlined airport operations, strengthening relationships with government and local business leaders.
- Established Caribbean Contact Centre, consolidating reservation offices across the region
Country Manager
American Airlines
Antigua
04.1998 - 12.1998
- Increased profitability through targeted marketing, operational oversight, and strategic government negotiations.
- Oversaw successful airport relocation projects in Trinidad and Barbados.
Regional Security Manager
American Airlines
Port of Spain
06.1995 - 04.1998
- Led compliance efforts across 55 cities, implementing security improvements that increased audit ratings.
Education
Bachelor of Arts (Honors) - History & Social Sciences
University of the West Indies
TrinidadSkills
- Strategic leadership and transformation
- P&L oversight and revenue growth
- Operational efficiency
- Talent development
- Strategic partnerships
- Global business leader
- Customer experience optimization
Accomplishments
- Improved NPS by 19 points YOY August and 11 points YTD for CLT check-in experience
- Redesigned and optimized new hire training programs for customer care, Cargo and ground operations, winning Brandon Hall Awards
- Developed future leaders: Mentored and coached emerging executives, building collaborative leadership teams and improving retention across global operations.
- Led complex organizational change: Successfully restructured Paris airport operations, improving team productivity, engagement, cross-departmental collaboration and profitability.
- Established the Caribbean Call Centre in POS, ensuring operational sustainability during weather impact and 24hour global support.
- Established India operations from the ground up within 8 weeks of flight launch securing government approval in record two weeks (vs. typical six months). Generated profitability within the first year.
- Introduced industry-first innovations: Launched first automated ticketing with credit card billing system for AA in India, direct phone-ticketing, and website sales platform.
Associations
Paul Harris Fellow
Interests
- Reading - mysteries, historical novels
- Travelling - experiencing different cultures
Timeline
Senior Manager International and Landside Ops
American Airlines
01.2025 - Current
Senior Manager, Global Airports & Cargo Training
American Airlines
06.2020 - 12.2024
Senior Manager, International Training & Compliance
American Airlines
08.2016 - 06.2020
Senior Manager, Customer Service Delivery
American Airlines
07.2014 - 08.2016
General Manager
American Airlines
07.2011 - 07.2014
General Manager, EMEA Reservations
American Airlines
01.2006 - 07.2011
Regional Manager, Indian Subcontinent
American Airlines
08.2005 - 12.2007
Country Manager
American Airlines
12.1998 - 08.2005
Country Manager
American Airlines
04.1998 - 12.1998
Regional Security Manager
American Airlines
06.1995 - 04.1998
Bachelor of Arts (Honors) - History & Social Sciences
University of the West Indies