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Manager, IT - Marketing Technology

Honolulu, HI, USA | Hawaiian Airlines

  • Industry:
  • Position Type:
  • Functions:
    IT / Information Technology
  • Experience:
    5-7 years
Job Description:
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At Hawaiian Airlines, we are all about welcoming our guests with Hawaiian hospitality and aloha, and taking care of our people, our home, and the communities we serve.Join our ‘ohana and be a part of an exciting team of professionals dedicated to serving our kama‘āina and introducing our islands to the world!

Position Summary

IT Management is responsible to maintain and enhance the culture of Hawaiian Airlines and the Information Technology department. They are responsible to communicate the business and technology strategies and tactics in an effective and consistent manner. Management is required to build and lead a team to achieve ambitious goals and to deliver honest and timely feedback to employees. Managers are responsible for managing partnerships with other departments, business partners, and vendors to maximize the delivery of services, while containing overall costs and managing the department’s resources effectively. Assigned to the Customer Platforms – Marketing Technology team, the candidate is responsible to lead a team that consults with the business units; lead a team of analysts and developers and respond to operational events. The leader will develop solutions that expand Hawaiian Airlines capabilities on our customer supporting platforms.

Key Responsibilities

• Cascade corporate and IT department’s goals by setting the 18-month direction and annual goals for Marketing Technology business capabilities including marketing analytics, content management, email notifications and campaign management, and communicate the goals to team members, customers, and stakeholders

• Cultivate, support, and promote an organizational culture that provides for high performance, high morale, integrity, teamwork, continuous learning, continuous feedback, and work-life balance

• Build and lead a team in achieving ambitious goals, providing regular feedback, and driving continuous improvement

• Oversee Marketing Technology business capabilities across multiple platforms and technologies including the management of contractor and vendors

• Lead a team of 5-10 internal and external resources by providing daily leadership and task management for development and operational projects

• Drive the implementation of functionally appropriate, technically sound, and integrated technical solutions and ensure the quality, consistency and integrity of IT’s execution and supporting documentation

• Manage vendor resources as assigned

• Partner & collaborate with teams across Hawaiian Airlines and manage to a continued focus on customer needs and requirements and effective customer communication

• Participate and share in cross-departmental leadership responsibilities including strategy, tactics, goal setting, staff selection & workforce management, budgeting, and operational excellence

• Support effective stewardship of the company’s resources by following financial controls processes, producing accurate forecasts, managing budgets, and monitoring the overall productivity of the functions managed

• Understand and adhere to Enterprise Architecture strategy & standards

• Other duties as assigned

Minimum Requirements

• Bachelor’s degree (in lieu of degree – 9 years of experience in an IT environment)

• 5 years of work experience in an Information Technology environment, including 2 years of experience in a management or team leader or project leader capacity

• Demonstrated success at managing medium-sized initiatives, projects and/or change efforts

• Proficiency in a single technology or business area and a solid level of business/system expertise including customer contact centers, sales, alliances, and/or distribution

• Previous experience utilizing Agile development techniques

• Excellent partnering, negotiation, and communication skills

• Ability to work effectively and communicate clearly in a strong customer service/team-oriented environment

• Ability to uphold policies, procedures, and standards for the organization

• Excellent ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems

• Ability to understand complex business and technical issues and make appropriate decisions/trade-offs as required

• General business acumen including understanding product strategy across market segments and function across products

• Proficient understanding of business processes being supported by assigned system(s) across business customers

• Ability to model a growth/learning mindset and establish a culture of continuous improvement

• Proficient knowledge of project management methodology

• Proficient knowledge of technical / business environments and the airline industry or similar mastery/knowledge of candidate’s industry including customer contact centers and/or sales

• Proficient knowledge of systems (i.e., computer, networking, platforms) and SDLC

**Hawaiian Airlines is regulated by the Department of Transportation (DOT - regulation, 49 CFR part 40) and all applicants are advised that post-offer and/or pre-employment drug testing will be conducted to determine the presence of Marijuana, Cocaine, Opioids, PCP (Phencyclidine), and Amphetamine prior to any offer of employment or transfer into a safety-sensitive position.Failure to submit to testing or positive indications of drug use will render the applicant ineligible for employment with Hawaiian Airlines and any employment offer will be withdrawn.

Preferred Qualifications

• S./B.A. or M.S./M.B.A. in Computer Science, Engineering, or Information Systems

• Knowledge of customer contact center technology including Salesforce ServiceCloud, Salesforce SalesCloud, and call center technology including IVR and call routing

• Airline industry knowledge specific to reservations, customer care, sales/distribution, and alliances

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