Introduction to the team

The Membership & Engagement organization builds the platforms and capabilities that power trusted, personalized, and connected travel experiences. Our work spans three core domains - Loyalty, Identity, and Messaging, each foundational to how travelers interact with our brands.

• Loyalty delivers the value, rewards, and benefits that drive repeat engagement and long‑term customer affinity.

• Identity provides secure, seamless access and the unified traveler identity that powers personalization across the ecosystem.

• Messaging ensures timely, reliable, and contextual communication across channels, enabling cohesive end‑to‑end journeys.

Our teams operate at scale and at speed, translating strategy into durable systems and measurable outcomes. Together, we’re enhancing travel by creating a sense of belonging that keeps travelers connected and coming back.

As a Senior Program Manager, you will lead complex, cross‑domain initiatives that sit at the intersection of technology delivery, execution discipline, and organizational effectiveness. You will be responsible for driving alignment from strategy through execution, bringing structure to ambiguity, clarity to priorities, and rigor to delivery.

This role requires a senior leader who can navigate both deep technical programs while also shaping our operating model and influencing stakeholders through new ways of working. You will have strong stakeholder managements skills and be comfortable working closely with engineering, product, data, and business leaders to ensure outcomes are delivered predictably and at scale.

In This Role, You Will

• Lead the planning, execution, and delivery of large, multi‑team programs across Loyalty, Identity, and Messaging, ensuring alignment with organizational strategy, business objectives, and customer outcomes

• Partner closely with engineering, product, data, and business stakeholders to define clear goals, success metrics, milestones, and measurable deliverables

• Develop and maintain integrated program roadmaps that connect strategy, execution plans, dependencies, timelines, risks, and change impacts

• Proactively identify and manage cross‑team dependencies, tradeoffs, resource constraints, and organizational friction, driving timely resolution to keep programs on track

• Establish and operate execution rhythms (planning cadences, reviews, scorecards, and reporting) that drive accountability, transparency, and continuous improvement

• Lead change management activities to support successful adoption of new platforms, processes, and ways of working, including stakeholder alignment, readiness assessment, communication planning, and rollout coordination

• Anticipate and manage the people and process impacts of change, partnering with leaders to address resistance, enable teams, and reinforce desired behaviors

• Use data and metrics to assess progress, measure adoption, surface risks, inform decisions, and communicate insights effectively to senior and executive leadership

• Drive consistent execution standards across programs, improving delivery discipline, reducing complexity, and enabling teams to move faster with confidence

• Safely integrate and operate AI/ML‑enabled solutions that improve efficiency, quality, and outcomes, applying AI concepts to real‑world products, platforms, and workflows

• Partner with technical and business leaders to assess readiness, risks, and value realization for platform evolution and AI‑enabled initiatives

Minimum Qualifications:

• Bachelor’s degree or equivalent related professional experience

• 8+ years of relevant professional experience managing programs of significant scope and complexity

• Proven expertise in leading cross-functional program teams and managing multiple technical projects or initiatives simultaneously

• Strong technical aptitude with experience in program management methodologies, risk management, and requirements definition

• Demonstrated ability to drive alignment and deliver results in matrixed, fast-paced technology environments

Preferred Qualifications:

• Experience operating and scaling programs across multiple products, platforms, or organizational domains

• Demonstrated leadership in program architecture, including the integration of AI/ML-enabled solutions and technical risk mitigation strategies

• Advanced proficiency with program management tools, data analytics, and reporting frameworks to support operational excellence

• Familiarity with system design, API design, and data modeling concepts as they relate to program delivery

• Demonstrated experience taking products from concept to scaled adoption, with a focus on leveraging AI/ML to enhance business value