Principal Contact Center Performance Program Manager

Company Alaska AirlinesThe TeamGuided 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 SummaryThe Principal Contact Center Performance PM is the sole subject matter expert in contact center innovation and a thought leader in continuous, results-driven performance improvement. An individual contributor, this role defines long-term strategy partners across organizations to identify and implement innovative solutions that address guest and employee needs, growth objectives and continuous division efficiencies while strengthening the operation, ensuring we are set up to run a successful world class operation. The ideal candidate will possess a passion for leveraging technology and data to enhance performance and customer experienceKey Duties

Act as the lead subject matter expert in contact center performance and innovation.

Define long-term strategies and tools to foster a performance-driven culture within the contact center.

Create, manage, and execute project plans with cross-functional teams aimed at improving contact center performance and efficiency.

Design and oversee proofs of concept for new technologies, processes, and strategies.

Evaluate the effectiveness of proofs of concept and make recommendations for broader implementation.

Ensure rigorous testing and analysis to validate the impact of new initiatives.

Identify opportunities to leverage AI and machine learning to enhance call center performance.

Lead the implementation of AI-driven solutions, including chatbots, predictive analytics, and automation tools.

Influence across departments, actively engaging with SVP/EVP level leaders to share challenges, solutions, and recommendations.

Monitor the impact of technology initiatives and continuously optimize for better results.

Surface and define operational performance gaps, trends, opportunities, risks and challenges to the business and recommend strategies to address.

Focus on continuous improvement principles, effective controls, and best practices to reduce risk and create efficiency.

Drive root cause problem identification and action plans to resolve failure points.

Job-Specific Experience, Education & SkillsRequired

7 years of experience in program or project management, technology/process innovation, and/or contact center operations.

Bachelor’s degree in business administration, economics, statistics, operations research, computer science, or a related discipline; or an additional two years of relevant training/experience in lieu of this degree.

Strong project management skills, with a track record of managing complex projects to successful completion.

Excellent analytical, problem-solving, and decision-making skills.

Strong leadership and interpersonal skills, with the ability to influence and motivate teams.

Exceptional communication skills, both written and verbal.

Ability to transform data into actionable insights.

Excellent problem solving, analytical, communication, and presentation skills.

Fluency and experience with MS Office products.

High school diploma or equivalent is required.

Minimum age of 18.

Must be authorized to work in the U.S.

Preferred

Experience with AI technologies and their application in a call center environment.

Experience in contact center operations.

Certification in project management (PMP, PRINCE2, etc.).

Knowledge of Lean, Six Sigma, or other continuous improvement methodologies.

Familiarity with data analytics and business intelligence tools.

High energy, positive, and executive-level presence; able to thrive in a rapidly changing, collaborative environment.

Proven ability to develop strong, collaborative working relationships and working teams across all levels of the organization.

Ability to influence cross-functional teams outside of one’s direct authority.

Job-Specific Leadership Expectations

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

Demonstrated ability to influence change and initiate actions that have strategic impact and drive a high performance culture.

Strong interpersonal skills, with the ability to create collaborative relationships that drive outcomes in the best interest of the company, with others in the organization, and with key external business partners.

Salary Range$101,400 - $152,000 / yearSalary DetailsPay 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/Horizon employees. Alaska/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 RewardsAlaska 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 & 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/Horizon Total Rewards please visit our career site and view benefits.FLSA Status Exempt

Employment Type Full-Time

Regular/Temporary Regular

Requisition Type Management

Apply by 7:00 PM Pacific Time on 11/5/2024

Location Seattle - Hub

Equal Employment Opportunity We are proud to be an Equal Employment Opportunity (EEO) and Affirmative Action (AA) employer that is committed to diversity, equity, and inclusion. We take affirmative action to ensure equal opportunity for all qualified applicants and employees and do not discriminate based upon race, color, religion, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disability status, genetic information (including family medical history), political views or activity, or other legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law. We may use your information to maintain the safety and security of Alaska Airlines and Horizon Air, its employees, and others as required or permitted by law. People of color, women, LGBTQIA+, immigrants, veterans, and persons with disabilities are encouraged to apply.

I: Y - ASMG

Z: Y - FL

L: #LI-B

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Job Locations USA-WA-SeaTac

Requisition ID 2024-13000

Category Corporate & Operations