Overview

As the Senior Program Manager from IT Ops Excellence Consulting LLC, we were tasked with leading the full PSS Implementation Program. This involved:

  • Coordinating multiple workstreams and vendors
  • Unifying IT systems and operational processes
  • Bridging cultural and organizational differences across both airlines

We provided structure, accountability, and consistent communication to ensure teams stayed aligned from planning through deployment.

CHALLENGES

  • A major systems upgrade was required following the merger of Hawaiian Airlines and Alaska Airlines.
  • The goal: integrate two complex Passenger Service Systems (PSS) into a single, unified platform while maintaining operational stability and delivering an improved customer experience.
  • The scope spanned multiple departments, vendors, and technologies—all under tight timelines and high visibility.

SOLUTIONS

  • Full roadmap and timeline leadership from discovery to deployment.
  • Stakeholder alignment across technical and operational functions.
  • Change management and readiness planning.
  • Integration oversight across key business systems:
  • Reservations & Ticketing
  • Check-in & Departure Control
  • Baggage Services
  • Loyalty Programs

RESULTS

  • Successful migration to a unified PSS with no major disruption.
  • Cross-functional alignment between IT and Operations teams.
  • Increased efficiency in vendor and internal team coordination.
  • Enhanced readiness for future integrations and route expansions.
  • Elevated guest experience by reducing system and communication friction.

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