Manager - Loyalty Product (Systems)

Job Purpose

Own and execute the loyalty product and system roadmap by managing enhancements, system integrations, and deliver a seamless member experience. The role ensures loyalty systems operate efficiently, securely, and in alignment with business priorities while supporting revenue growth, engagement, and operational excellence.B. Key

Job Description

Loyalty Product & System Ownership

Maintain and execute the product and loyalty systems roadmap in line with business objectives, timelines, and organizational guidelines.Prioritize the backlog of loyalty capabilities and solutions, responding to changing business priorities to deliver the highest‑value opportunities.Act as the subject matter expert on loyalty systems, working across technical and non‑technical teams to articulate the value of loyalty initiatives.

Technology Integration & Configuration

Own loyalty product and integrations, enabling seamless connectivity across internal and external systems throughout the customer journey. Drive system enhancements and releases through configuration, testing, and validation to support strategic product initiatives. Ensure platform stability and member experience by resolving system issues and partnering with IT for scalable, reliable operations.

Performance Monitoring & Reporting

Responsible for operational reporting, reconciliation, and tracking of loyalty‑related system outputs.Monitor digital platform performance including reliability, analytics, and overall usability to support member engagement.

Stakeholder & Cross‑Functional Collaboration

Cultivate strong working relationships with Finance, Revenue Management, Ground Services, Customer Engagement, IT, and other key internal and external stakeholders.Partner with business units across the customer journey to understand requirements involving loyalty system integration and provide insights to support business KPIs.Support alignment between business, technology, and operations to ensure consistent delivery of the loyalty value proposition.

Vendor Management and Technology Partnerships

Build end-to-end mapping between company and vendor ecosystems, while coordinating consistent cadence calls to discuss product roadmaps, prioritize Address SLA breaches and compute rebates and penalties to be applied to vendors, ensuring compliance with contractual obligations and minimizing operational impact.