Guest Experience Quality & Performance Manager

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.

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.  

• 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 . 

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 degree or equivalent.   
• Minimum age of 18.  
• Must be authorized to work in the U.S  

Preferred 

• 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 . 
   

• Embody our values to own safety, do the right thing, be caring and kind, and deliver performance.
• Create a culture where all employees feel safe and they belong. 

Pay will be based on multiple factors, including and not limited to location, relevant experience/level and skillset while balancing internal equity relative to other Alaska/Hawaiian/Horizon employees. Alaska/Hawaiian/Horizon is committed to fair, unbiased compensation along with competitive benefits in all locations in which we operate.

Note: We don’t typically hire at the top of the range.

Alaska Airlines, Hawaiian Airlines and Horizon Air pay and benefits can vary by company, location, number of regularly scheduled hours worked, length of employment, and employment status.

• 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
   

For more information about Alaska/Hawaiian/Horizon Total Rewards please visit our career site and view benefits.

Equal Employment Opportunity Policy Statement
It is the policy of Alaska Airlines, Hawaiian Airlines and Horizon Air to comply with all applicable federal, state and local laws governing nondiscrimination in employment and to ensure equal opportunity in all terms, conditions, and benefits of employment or potential employment. 

We also prohibit discrimination and harassment against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, veteran status, genetic information and other legally protected categories.

We have established an EEO Compliance Program under Section 503 of the Rehabilitation Act of 1973 (“Section 503”) and the Vietnam Era Veteran’s Readjustment Assistance Act of 1974 (“VEVRAA”).  All applicants and employees are treated without regard to their race, color, religion, sex, national origin, disability or protected veteran status. In addition, we have established an audit and reporting system to allow for effective measurement of its equal employment opportunity activities. 

To implement this policy, we will:

(1)          Recruit, hire, train and promote qualified persons in all job titles, without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information and any other legally protected categories;

(2)          Ensure that employment decisions are based only on valid job requirements; and

(3)          Ensure that all personnel actions and employment activities such as compensation, benefits, promotions, layoffs, return from layoff, Alaska Airlines, Hawaiian Airlines and Horizon Air sponsored programs, and tuition assistance will be administered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information and other legally protected categories.

Employees and applicants for employment will not be subjected to harassment, intimidation, threats, coercion or discrimination because they have engaged or may engage in (1) filing a complaint, (2) opposing any act or practice made unlawful by, or exercising any other right protected by, any Federal, State or local law requiring equal opportunity, including Section 503 and the equal opportunity provisions of VEVRAA, or (3) assisting or participating in any investigation, compliance evaluation, hearing, or any other activity related to the administration of any Federal, State or local law requiring equal opportunity, including Section 503 and the equal opportunity provisions  of VEVRAA.

Government Contractor & Department of Transportation (DOT) Regulations

Alaska Airlines, Hawaiian Airlines & Horizon Air are regulated by the Department of Transportation (DOT – regulations, 49 CFR part 40) and all applicants are advised that post-offer and/or pre-employment drug testing will be conducted to determine the presence of marijuana, cocaine, opioids, phencyclidine (PCP) and amphetamines or a metabolite of these drugs prior to any offer or employment or transfer into a safety-sensitive position. Failure to submit to testing or positive indications of drug use will render the applicant ineligible for employment with Alaska Airlines/Hawaiian Airlines/Horizon Air and any employment offer will be withdrawn.