Guest Experience Quality & Performance Manager

About the role

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 a 12-month horizon for GX performance, and ensures consistent, high-quality delivery of guest experience standards across stations, products, and channels.

Responsibilities

• 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.
• 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.

Requirements

• 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.

Job-Specific Leadership Expectations

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

$122,800 - $184,200 / year

Schedule

Full-Time