Guest Experience Quality & Performance Manager

Alaska Airlines • Seatac, WA

1d • $122,800 - $184,200 • Onsite

About The Position

The Guest Experience Quality & Performance Manager serves as the subject matter expert and process owner for key components of guest experience (GX) performance and execution across the enterprise. This role drives strategy with a 12-month horizon for GX performance, and ensures consistent, high-quality delivery of guest experience standards across stations, products, and channels. Operating as a lead individual contributor, this role owns complex, ambiguous problem spaces requiring advanced methodologies and cross-functional influence. The GX Quality & Performance Manager drives alignment across enterprise stakeholders, translates guest experience strategy into scalable, executable plans while continuously evolving tools, processes, and standards to improve the end-to-end guest journey.

Requirements

• 7 years of progressive experience in guest experience, quality assurance, project/program management, with a focus on developing standards, metrics, and scalable processes.
• Bachelor’s degree, or an additional 2 years of experience in lieu of this degree.
• Demonstrated subject matter expertise in a defined discipline such as project execution, program execution, operational readiness, or performance management.
• Proven ability to work cross-functionally on business or technology driven transformation in complex, ambiguous environments.
• Strong influencing skills across functions and multiple organizational levels.
• Ability to translate strategy into scalable processes and operational execution.
• High school degree or equivalent.
• Minimum age of 18.
• Must be authorized to work in the U.S

Nice To Haves

• Airline, travel, hospitality, or service industry experience.
• Experience leading enterprise initiatives or large-scale transformations.
• Project Management Professional (PMP) certification.
• Experience with customer experience metrics, quality assurance programs, or operational performance frameworks.

Responsibilities

• Own and manage enterprise GX portfolio status of performance & execution initiatives, including prioritization, resource alignment, risks, and dependencies across multiple teams and functions.
• Establish and evolve the enterprise GX Quality Assurance strategy, standards, and processes to ensure consistent execution of guest experience standards across locations.
• Lead preparation, facilitation, and follow through for Guest Performance Leadership meetings shaping priorities and driving accountability.
• Manage and execute guest experience wall walks for specific projects or initiatives and bi-annual mock flights to assess and improve end-to-end guest experience consistency.
• Align across Program Managers and cross-functional teams to resolve complex dependencies and competing priorities across multiple business units.
• Oversee external vendors supporting QA program design, ensuring deliverables, timelines, and recommendations align with guest experience goals and operational needs.
• Guide QA assessments and execution activities, including refinement of QA processes, standards, tools, and training.
• Serve as trusted SME and advisor across the enterprise, influencing decisions and direction beyond immediate team scope.
• Influence stakeholders across the enterprise to adopt recommendations and drive scalable GX solutions.
• Maintain the GX roadmap, identifying risks, opportunities, and capability gaps.
• Lead cross-functional forums and initiatives, driving alignment across operations, commercial, digital, and frontline teams.
• Mentor peers and SMEs to strengthen execution and guest-focused capability.
• Own performance tracking, including metrics, thresholds, and success measures.
• Implement closed-loop measurement and feedback processes.
• Evaluate performance against defined standards and identify trends and inconsistencies across the network.
• Ensure consistent execution across stations, channels, and operational environments by developing tools, templates, and processes.
• Identify execution gaps impacting consistency and partner with teams to define improvements.
• Recommend updates to standards, thresholds, processes, and training based on findings.
• Provide visibility into performance trends, risks, best practices, and recommended actions for operational partners.

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
• Annual bonus plans
• Generous holiday and paid time off

What This Job Offers

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