Guest Care Technical Program Manager - SeaTac

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, financ ...

Job description

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.

Key Duties

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.

Job-Specific Experience, Education & Skills

Required

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.

Preferred

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.

Job-Specific Leadership Expectations

Embody our values to own safety, do the right thing, be caring and kind, and deliver performance.

Salary Range

$97,200 $145,800 / year

Salary Details

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.

Total Rewards

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
Quarterly and 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.

Regulatory Information

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

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

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.

Apply by 7:00 PM Pacific Time on

2/27/2026

Apply by 7:00 PM Pacific Time on

Employment Type Full-Time

FLSA Status Exempt

Regular/Temporary Regular


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