Lori Stewart

Researcher
DISC Type : Cs

Managing Director, Business Partner Performance at American Airlines

Fort Worth, Texas, United States

Overview

Lori Stewart is a customer-focused leader at American Airlines with over 35 years of industry experience. As Managing Director of Business Partner Performance, she specializes in elevating the customer journey through service excellence and operational efficiency. Her background includes managing contact-center technology and international reservations, and she studied at Texas Womans University.

Lori is a strong collaborator known for her expertise in team building, coaching, and development. She is passionate about sharing experiences and best practices with fellow leaders to elevate performance. Her interests include following the latest business insights from publications like the Harvard Business Review.

She previously oversaw the International Reservations organization, leading a team of over 3, 000 members across nine different countries.

Personality Overview

ROI Seeker

Cost Conscious

Self-Disciplined

The only way to convince them is by showing them examples and ample proof.  Being observant comes to them naturally. They are heavily focused on quality and prefer doing things the right way, even if it takes time.

Topics They Care About

Customer Journey
Her role and public profile emphasize a strong commitment to elevating the customer journey through service excellence and seamless experiences.
Contact Center Tech
Has a background leading IT initiatives for key contact center technologies like IVR and speech analytics, supported by a Genesys System Administrator certification.
Operational Efficiency
Focuses on driving continuous improvement and operational efficiency in both airport and contact center operations, holding an ITIL Foundation certification.

Media Appearances

Lori has no verified media appearances

Work History

5-2025
Managing Director, Business Partner Performance at American Airlines
12-2023
Managing Director, International Reservations at American Airlines
4-2014 - 12-2023
Director Customer Experience / International Reservations at American Airlines

Education

Business Administration and Management from Texas Woman's University
1989 - 1991
AS from Invalid9380

More Information

Social Presence :

Prographics :

Exp : 11 Location : Fort Worth, Texas, United States Job Level : Mid-senior Designation : Managing Director, Business Partner Performance at American Airlines
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Insights For Selling To Lori

During A Call Or A Meeting

DO's

  • Use phrases like 'results based on data', 'measurable proof', 'X% growth' etc.
  • Actively address their concerns around change, risk, and acceptance by users
  • Share a one-off customer success story but keeps the focus on highlighting objective, numerical results

DONT's

  • Give it some time before you try to build rapport and a relationship, it doesn't come to them naturally
  • Avoid winging it with them particularly, answer a question only if you know the answer well
  • Don't ask them to move fast, let them take their time and digest all the information

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Lori is

  • Low-risk, adoption by others are very important to them, followed by confidence in ROI.
  • Will you ever get a clear answer from Lori

  • Often, they don't say no, or keep going about it in circles.

Insights For Deal Planning

    How fast (or slow) will Lori move?

  • They do not like to rush and therefore can be quite slow in their decision-making.
  • Can Lori take some risk or not?

  • They have little risk-appetite and prefer to take measured decisions.

You And Lori

Personality Compatibility


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