Contact Center Technology Program Manager

Company : Alaska Airlines 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 Call Center Technology Program Manager is a subject matter expert in leading and managing voice / omni channel contact routing, call center desktop systems and telephony carrier routing plans which are required for successfully running the Alaska Airlines contact center operations.

As an individual contributor, this role exercises considerable judgment to execute a comprehensive technology roadmap that supports the contact center’s goals and objectives.

Key Duties :

• Manages and oversees contact center routing technology solutions to effectively handle incoming voice and digital traffic, ensuring continuous productivity and operational efficiency around the clock.
• In partnership with ITS, maintains & supports contact center desktops systems.
• Maintains telephony carrier level routing plans as required and dictated by telecom and architecture.
• Leads multiple technology projects, ensuring they stay within budget, and that scope and timelines are met.
• Coordinates with cross-functional teams including IT, Operations and Customer Support to deliver seamless project execution.
• Stays abreast of industry advances to support incorporating new technology, practices, and procedures to create best-in-class contact centers.
• In coordination with the Director Call Center Ops & Technology, evaluates, recommends, and executes new programs, technology, systems and tools ensuring alignment with business needs and operational requirements.
• Develops and maintains the business continuity plan for the Contact Centers.
• Audits contact center vendor invoicing for accuracy and prepares for payment.
• Manages vendor relationships to ensure high quality of service, delivery and support meets expectations.

Job-Specific Experience, Education & Skills :

Required

• A minimum of 4 years of call center operational experience.
• Bachelor’s degree with a focus in business administration, communications, information technology, or a related discipline, or an additional two years of relevant experience in lieu of this degree.
• Proficiency with Microsoft Office applications.
• Demonstrated track record of effectively working with cross-functional teams, driving meaningful changes, and successful planning and execution of projects.
• Detail-oriented and highly organized, with the ability to execute multiple projects, priorities, and deadlines and work independently with limited guidance in a fast-paced environment where flexibility is key.
• Demonstrated track record of strong Project Management skills.
• High school diploma or equivalent.
• Minimum age of 18.
• Must be authorized to work in the U.S.

Preferred

A minimum of 1 year leadership experience.

Job-Specific Leadership Expectations :

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

Salary Range : $95,000 $142,600 / 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 / 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 Rewards :

Alaska 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 Location : Seattle 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.

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