Guest Experience Quality & Performance Manager

Company

Alaska Airlines

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 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 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.  

Key Duties

• 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.  

Influence & Cross-Functional Leadership  

• 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.  

Operational Governance & Performance Management  

• 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 . 

Job-Specific Experience, Education & Skills

Required  

• 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 degr