American Airlines Shakes Up Its Management Team

Business Aerospace & Defense American Airlines Shakes Up Its Management Team By Ted Reed , Senior Contributor. Forbes contributors publish independent expert analyses and insights. Charlotte-based reporter Ted Reed covers airlines and airline labor. Follow Author Aug 12, 2026, 09:29am EDT Aug 12, 2026, 10:02am EDT --:-- / --:-- This voice experience is generated by AI. Learn more . This voice experience is generated by AI. Learn more . Summary American Airlines has announced a significant management shakeup, bringing in four new senior executives while three others depart. CEO Robert Isom stated the changes are crucial to close a "meaningful gap" in performance, aiming for improved customer experience, operational reliability, employee engagement, and stronger financial results to match competitors. Heather Garboden's Chief Customer Officer role expands to include reservations and service recovery, reporting to Nat Pieper, whose commercial responsibilities also grow. JC Gulbranson will now oversee airports, planning, and flight operations to boost reliability. Caroline Clayton takes on communications, and Steve Neuman handles Government Affairs and Sustainability. These strategic shifts underscore American's commitment to enhancing its overall performance and market position. Show More American Airlines CEO Robert Isom, speaks at the U.S. Chamber of Commerce's aviation summit in Washington in 2023. (Photo by Kevin Dietsch) Getty Images American Airlines, under pressure to match the financial results of its two key competitors, has announced a management shakeup. Four executives have joined the senior leadership team, while three others are departing. The changes were announced Monday in a letter to officers from American CEO Robert Isom, who wrote that “American is entering a defining moment. “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” The four new members of the senior management team are Heather Garboden, JC Gulbranson, Caroline Clayton and Steve Neuman. Departing executives are Kevin Brickner, Ron DeFeo and Nate Gatten. Among the changes described in the letter, the responsibilities of Nat Pieper, currently chief commercial officer, will expand to include marketing, brand, advertising, and partnerships, Garboden, chief customer officer, will now report directly to Pieper. Also, Garboden’s role will expand to include reservations, contact centers, service recovery and catering. In an effort to boost reliability, Gulbranson’s role will expand to include responsibility for airports and planning in addition to flight, inflight and the integrated operations center, which will remain under David Seymour's leadership. MORE FOR YOU Clayton will assume responsibility for communications and Neuman will oversee Government Affairs, Sustainability evolution. As for departures, Brickner, retiring as senior vice president of technical operations, is a veteran of predecessor airline US Airways, which he joined in 1996 in Pittsburgh. DeFeo is departing as executive Vice President, communications and marketing and chief communications officer. Gatten had been executive vice president of American Eagle, corporate real estate and government affairs. CFO Devon May will now oversee corporate real estate, while regional operations led by Brandon Kahle will fall under Seymour. Editorial Standards Reprints & Permissions LOADING VIDEO PLAYER... FORBES’ FEATURED Video