Guest Care Technical Program Manager - Agent Productivity

Alaska Airlines • WA-SeaTac, WA

1d

About The Position

The Team Guided by our purpose, core values, and leadership principles, we are creating an airline people love. Our corporate teams set the strategies and operational plans to ensure the success of our company. Whether we use our expertise in accounting, human resources, finance, planning, legal, marketing, or any of our operational divisions, our shared passion for travel and our guests is what motivates us to achieve excellence each day. If you share our passion for creating an airline people love, we want to hear from you. Role Summary The Guest Care Technical Program Manager – Agent Productivity is a subject matter expert in managing large-scale technical program solutions aimed at improving productivity for our guest facing contact center agents. This role leads the design, development, implementation and adoption of our core agent productivity tools/processes. As an individual contributor, this role will exercise considerable judgment to guide and coordinate multiple large profile programs and products in collaboration with operations partners, user groups, product managers and development teams. This role is responsible for supporting best practices for high-impact technology initiatives at Alaska Airlines, Hawaiian Airlines and Horizon Air.

Requirements

• 4 years in project, product, and/or technical program management.
• Bachelor's degree in computer science, information technology, Technical Program Management or closely related field, or an additional two years of relevant experience/training in lieu of degree.
• Experience in managing multiple software vendors simultaneously.
• Experience in technology implementation focused on process improvement, productivity improvement for large scale operational teams across multiple sites and virtual locations.
• High school diploma or equivalent.
• Minimum age of 18.
• Must be authorized to work in the U.S.

Nice To Haves

• Experience in managing multiple software and hardware vendors.
• Experience building or using AI and Agentic AI solutions in an operational and guest facing environment.
• Experience in software development including peripheral integration.
• Experience in technology implementation focused on process improvement, productivity improvement for large scale operational teams across multiple sites and virtual locations.
• Strong technical background in program or product management working in a matrix environment.
• o 4+ years’ hands-on experience addressing all elements of scope, schedule, budget, risk evaluation, issue resolution, quality, integration, staffing, and communications on software engineering projects.
• Knowledge of program management principles, practices, and tools.
• Ability to work effectively with technology vendors and manage deliverables on software projects that involve in house software product teams and user groups.
• Understanding of business requirements as defined by epics, features, user stories & releases.
• Ability to work closely with across stakeholders, product managers and product owners to synchronize the release of features through multiple product backlogs.
• Demonstrated ability to stay calm under pressure and working through ambiguity.
• Possess a high level of accountability and ownership to bring assigned projects to meaningful outcomes.
• Skills in leading agile groups, must be able to facilitate release planning and cross functional planning for multiple product teams.

Responsibilities

• As a subject matter expert in technical program delivery, orchestrate multiple large programs to deliver across several product teams using an iterative delivery model.
• Partner across the organization to determine and implement changes needed to existing tools used by agents, and implement new products, features and enhancements to reduce the amount of time spent handling contacts for guests while maintaining a delightful customer experience.
• Define and oversee development of new technical and agentic AI solutions that support guest and agent needs and knowledge requests, while reducing friction for the overall end-to-end guest experience
• With minimal direction from leadership, identify and manage technical dependencies for multiple programs across product delivery teams.
• Make recommendations and drive consensus on technical decisions to deliver high quality results.
• Develop and deliver a measurable productivity improvement model across technical platforms.
• Engage outside technical or business teams to execute against the plan.
• Own primary relationship with internal teams and external vendors on tools and technology impacting agent productivity.
• Monitor and forecast feature delivery status based on quarterly planning; monitor cost and report progress of projects to senior and executive leadership.
• Track project issues and drive resolution.
• Resolve program level impediments.
• Identify and communicate any unresolved problems with recommended actions for correction.
• Manage project risk and responses to the risks.
• Plan for contingencies by establishing appropriate linkage of risk to scope/schedule and cost.
• Communicate program and project status to participants and stakeholders in writing as well as in formal presentations.
• Facilitate structured forums and decision meetings to align commitments for feature delivery.
• Build strong relationships with operations, vendor, ITs & business stakeholders, manage escalations and user concerns.

Benefits

• Free stand-by travel privileges on Alaska Airlines, Hawaiian Airlines & Horizon Air
• Comprehensive well-being programs including medical, dental and vision benefits
• Generous 401k match program
• Quarterly and annual bonus plans
• Generous holiday and paid time off

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level