Guest Experience Quality & Performance Manager

Alaska Airlines is a prominent American airline renowned for its commitment to outstanding customer service and operational excellence. Established with a deep passion for travel and guest satisfaction, Alaska Airlines strives to create an airline that people love. Operating within a corporate structure that includes divisions such as accounting, human resources, finance, planning, legal, marketing, and operational sectors, the company sets forward strategies and operational plans to uphold its reputation as a leading airline in the industry. Alaska Airlines is headquartered in Seattle, Washington, and is known for its dedication not only to its customers but also to fostering an inclusive workplace that values diversity and equality. With a focus on safety, care, and delivering superior performance, the airline operates with a strong set of values and leadership principles that guide its employees and leadership teams.

The Guest Experience Quality & Performance Manager role at Alaska Airlines holds a critical position in ensuring the consistent delivery of high-quality guest experiences across all touchpoints of the enterprise. This role is designed for a highly skilled individual who serves as the subject matter expert and process owner focused on the guest experience (GX) performance and execution. The manager drives short-term and long-term strategies related to guest experience performance, tracking these initiatives over a 12-month horizon and coordinating efforts across various stations, product lines, and service channels.

As a lead individual contributor, this manager handles complex and ambiguous problems by employing advanced methodologies and collaborative cross-functional influences. Key responsibilities include managing the enterprise-wide portfolio of guest experience initiatives, overseeing quality assurance strategies, facilitating leadership meetings on guest performance, and leading projects like guest experience wall walks and mock flights to assess and enhance the guest journey consistency. The role demands close alignment with program managers and other organizational stakeholders to address business dependencies and priorities while guiding vendors supporting the quality assurance programs.

Beyond operational duties, this manager acts as a trusted advisor influencing key decision-makers across the organization, ensuring that scalable and scalable guest experience solutions are implemented. The role includes mentoring peers, managing performance metrics and thresholds, and ensuring closed-loop feedback systems are in place to continuously measure and improve guest experience outcomes. This position requires a blend of strategic vision, analytical expertise, leadership skills, and practical operational execution in a dynamic airline environment.

The position offers a competitive salary ranging from $122,800 to $184,200 annually, with compensation reflecting the candidate’s experience, location, and skill level while maintaining internal equity. Alaska Airlines also provides an attractive benefits package including comprehensive health coverage, paid time off, retirement plans, and travel privileges. The company upholds a strong commitment to equal employment opportunities and values a diverse workforce where all employees feel safe and belong. This full-time regular management-level role is ideally suited for experienced candidates passionate about enhancing customer satisfaction and operational quality within the aviation sector.