General Manager, Reservation Technology
CurrentI lead the IT delivery for the Reservations division with an annual revenue of $3B+, a global footprint of 11 customer engagement centers, and 7000+ specialists, 48 applications, and a team of 150 reporting to 7 direct reports. Responsibilities include:• Budget management (operating and capital) with an eye for decreasing operating costs sustainably to meet short/long-term goals• Guiding the strategic vision and technology roadmaps, instilling Agile methodology and practices, and driving down cost of delivery by more than 20% through automation, business alignment, and productivity gains• Delivering multiple revenue-driving programs including branding, cabin configuration, SkyMiles, and customer preferences resulting in achieving revenue results above plan and increased NPS to record levels across the enterprise• Championing next generation technology to meet business goals of agility, simplicity, security, and extensibility by focusing on top-notch technology platforms, hardware, and software to deliver an omni-channel strategy to enhance user experience• Ensuring PCI and PII compliance, securing all applications within the Reservations portfolio, migrating applications to secure infrastructure, resolving vulnerabilities and risk
