American Airlines is reshuffling its senior management team as it looks to close the persistent profitability gap with rivals United and Delta.
In a letter sent to company officers on Monday, CEO Robert Isom announced four additions to the team, and three departures.
Forbes, which obtained a copy of the letter, reported the new additions as Heather Garboden, JC Gulbranson, Caroline Clayton, and Steve Neuman. Executives Kevin Brickner, Ron DeFeo, and Nate Gatten are departing.
“I recognize that there is a meaningful gap between where we are today and where we know American can – and should – be,” Isom wrote. “To close that gap, we must improve performance where it matters most: delivering a better experience for customers, running a more reliable operation, strengthening engagement with our team members, and generating stronger business results.”
Garboden is American’s chief customer officer; Gulbranson is senior vice president of flight operations; Clayton is senior vice president of communications and chief marketing officer; and Neuman is senior vice president of government affairs.
Brickner currently serves as senior vice president of technical operations and will retire after a 30-year career with the airline, according to The Dallas Morning News. Ron DeFeo is departing as the carrier’s chief communications officer, and Gatten as executive vice president of American Eagle, corporate real estate, and government affairs.
According to Forbes, Chief Commercial Officer Nat Pieper will see his area of responsibility expand to include marketing, brand, advertising, and partnerships, and Garboden will report directly to Pieper. Garboden’s role will now include reservations, contact centers, service recovery, and catering.
Gulbranson will handle airports and planning as well as American’s integrated operations center, which remains under the leadership of Chief Operating Officer David Seymour.
Clayton will take over communications and Neuman will lead government affairs and sustainability.
Additionally, Chief Financial Officer Devon May will handle corporate real estate, and Brandon Kahle will lead regional operations, also under Seymour’s remit.
Isom has faced growing pressure from investors and some of American’s work groups to increase profitability. Earlier this year, the carrier’s unionized flight attendants issued a vote of no-confidence in Isom after full-year earnings were released.
