Guest Communications Rules & Systems Process Contractor

Overview

Role Summary

Our client is seeking an experienced data analytics and business intelligence contractor to work closely with cross-functional teams to optimize and document guest communications business rules. The successful candidate will focus on communications rule creation and documentation, including impact mapping across email, SMS, and app. They will partner with key stakeholders to identify and implement innovative solutions that address guest pain points and needs while addressing continuous communications efficiencies.

To ensure the rules and processes will generate strategies that align with organizational goals, including improving the guest experience and guaranteeing compliance, the ideal candidate will possess a passion for leveraging technology and data to enhance performance, enjoy collaborating cross-functionally, and understand the dependencies within communications flows.

Key Duties:

• Work with the Guest Communications team to design and oversee proofs of concept for new communications technologies, processes, and strategies
• Evaluate the effectiveness of proofs of concept and make recommendations for broader implementation
• Ensure rigorous testing and analysis to validate the impact of new communications initiatives
• Identify opportunities to leverage AI and machine learning to enhance communications performance
• Monitor the impact of the initiative and continuously optimize for better results
• Surface and define operational performance gaps, trends, opportunities, risks and challenges to the business and recommend strategies to address
• Focus on continuous improvement principles, effective controls, and best practices to reduce risk and create efficiency
• Drive root cause problem identification and action plans to resolve failure points
• Own the documentation and training on rules and process for Guest Communications

Job-Specific Experience, Education & Skills:

Required

• 7 years of experience in a program or project management, technology/process innovation, or communications.
• Bachelor’s degree in Information Systems Management, Communications, Business Administration, Information Technology, or a related field, or an additional two years of relevant training/experience in lieu of this degree.
• Proven experience in managing communication processes and systems.
• Experience with customer relationship management (CRM) systems.
• Strong understanding of multi-channel communication strategies.
• Excellent project management and organizational skills.
• Ability to collaborate effectively with cross-functional (business, product, engineering) teams.
• Proficiency in leveraging technology to enhance communication and service delivery.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to adapt to changing priorities and manage multiple tasks simultaneously.
• Fluency and experience with MS Office products
• High school diploma or equivalent is required
• Minimum age of 18
• Must be authorized to work in the U.S.

Preferred

• Working knowledge of Airship, Sabre, Amadeus, Sprinklr or 15Below.ommunications ecosystem
• Familiarity and experience with product frameworks and lifecycle management, including Agile, Lean, or Design Thinking Airline experience.
• Prior experience in airline and/or hospitality industry
• Certification in project management (PMP, PRINCE2, etc.).
• Familiarity with data analytics and business intelligence tools.
• High energy, positive, and executive-level presence; able to thrive in a rapidly changing, collaborative environment.
• Proven ability to develop strong, collaborative working relationships and working teams across all levels of the organization.
• Ability to influence cross-functional teams outside of one’s direct authority.

Job-Specific Leadership Expectations

• Demonstrated ability to influence change and initiate actions that have strategic impact and drive a high performance culture.
• Strong interpersonal skills, with the ability to create collaborative relationships that drive outcomes in the best interest of the company, with others in the organization, and with key external business partners.

The target hiring compensation range for this role is $62.27 to $69.19 an hour. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location.
 

About Aquent Talent:

Aquent Talent connects the best talent in marketing, creative, and design with the world’s biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits! 

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We’re about creating an inclusive environment—one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.

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