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Lead sourcing workstreams for indirect categories (IT, Finance, Marketing, Legal), manage RFx and vendor selection, build financial models and business cases, support contract negotiations, prepare leadership presentations, mentor junior analysts, and drive process improvements to embed sourcing best practices.

The Senior Manager will oversee loyalty products, manage marketing strategies for co-branded credit cards, and lead initiatives to increase loyalty revenue. Responsibilities include campaign execution, performance analysis, and collaboration with internal/external partners.

Provides full-cycle corporate recruiting and strategic staffing support, including resume screening, sourcing, interviewing, requisition creation, offer development, compliance coordination, and hiring event logistics. Partners with hiring managers on workforce planning, builds candidate pipelines, develops proactive recruiting strategies, and represents the airline at career fairs. Also mentors recruiting staff and ensures employment branding, regulatory, and hiring processes are followed.

Leads reporting, dashboard development, KPI analysis, and performance insights for customer care vendor operations. Builds Power BI dashboards and executive scorecards, validates data accuracy, identifies trends and root causes, and provides actionable recommendations. Supports workforce planning, vendor reviews, executive reporting, operational analyses, and customer experience improvement by translating service metrics and sentiment data into business decisions.

Supports policy and process documentation, Knowledge Base content, SOPs, workflows, and operational guidance for customer care and vendor contact-center teams. Translates policies and regulatory requirements into frontline procedures, coordinates policy rollouts, maintains content governance and version control, supports audits and compliance reviews, and partners with Training, Operations, Quality, Customer Advocacy, and BPO leaders to improve execution, reduce customer friction, and mitigate operational risks.

Analyze financial, contractual, and operational data for third-party airport service providers; build labor and financial models; support budgeting, forecasting, sourcing, and contract compliance; monitor SLAs and vendor performance; conduct invoice audits; maintain contract data and produce reports to inform cross-functional decision-making and cost-optimization.

Lead design, implementation, and maintenance of Identity Governance & Administration (IGA) solutions. Manage provisioning, entitlement reviews, access certification, workflows, and integrations (SailPoint, Saviynt, ForgeRock). Collaborate with stakeholders, vendors, and auditors to ensure compliance (SOX, PCI-DSS), automate provisioning, troubleshoot platform issues, mentor junior analysts, and improve IAG processes and adoption across the organization.

Lead Identity & Access Governance program, manage IGA/IAM platform implementations and automation, oversee access reviews, role/SOD controls, PAM/PIM efforts, collaborate with stakeholders and auditors, run onboarding and compliance for identity controls, and manage an onshore/offshore team.

Lead the architecture and administration of endpoint, identity, and Microsoft 365 ecosystems. Provide technical leadership for Intune, Entra ID/Active Directory, endpoint security (Defender), ManageEngine, Zscaler, and Exchange Online. Implement security controls, automate via PowerShell, manage device lifecycle, patching, app deployment, and collaborate with cybersecurity, infrastructure, service desk, and business stakeholders. Support hybrid cloud/on-prem environments with 25% travel.

Lead execution of disruption management and schedule-change product capabilities: own backlog, translate business needs to requirements, coordinate delivery, define workflows/business rules, analyze performance, run UAT, and drive cross-functional adoption and continuous improvement.