American Airlines has made several changes to its management team, according to an Aug. 10 internal memo from CEO Robert Isom, which was reviewed by BTN. Three executives are departing the airline, while others, including SVP and chief customer officer Heather Garboden, are expanding their remits.
Garboden, who assumed that role in February 2025, has expanded responsibilities to include reservations, contact centers, service recovery and catering. She now will report solely to chief commercial officer Nat Pieper.
Pieper's remit also has increased to include marketing, brand, advertising and partnerships, according to the memo.
EVP of communications and marketing and chief communications officer Ron DeFeo is stepping down and will assist with the transition through the rest of 2026. SVP of communications and chief marketing officer Caroline Clayton will assume responsibility for communications, and the carrier will begin a search for a new marketing leader. Clayton will report to Isom.
JonCarlo Gulbranson, SVP of flight operations and American's Integrated Operations Center, now will also be responsible for airports and planning under chief operating officer David Seymour.
SVP of technical operations Kevin Brickner has announced his retirement. Stepping in to lead the technical operations organization will be former Spirit Airlines chief operating officer John Bendoraitis.
EVP of American Eagle, corporate real estate and government affairs Nate Gatten is departing the carrier for another opportunity. CFO Devon May now will oversee the corporate real estate team while regional operations will fall under Seymour. SVP and global head of government affairs Stephen Neuman will oversee government affairs, sustainability and the office of continued care and outreach and report to Isom as well.
In addition, Garboden, Clayton, Gulbranson and Neuman will join the senior leadership team, according to the memo.
Isom also noted in the memo that "there is a meaningful gap between where we are today and where we know American can—and should—be." The carrier has lagged peers Delta Air Lines and United Airlines in profitability.
"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," according to Isom. "We must move faster, confront our challenges directly and execute with greater urgency and discipline."