Senior Project Manager, Experience

Why WestJet
Every WestJet journey is an opportunity to create a better experience for our guests and our people. As we continue to transform and modernize our business, we're looking for experienced project leaders who thrive in complex environments and are passionate about turning strategy into reality.
As a Senior Project Manager, Experience, you will play a key role in some of WestJet's most strategic transformation initiatives, helping shape the future guest experience across our products, channels, operations, and technology platforms.
This is an opportunity to work at the intersection of strategy, technology, operations, and guest experience while leading enterprise-wide programs that create meaningful value for both guests and the business.

Overview of the role:
The Senior Project Manager, Experience is responsible for leading the planning, coordination, and delivery of large-scale cross-functional transformation initiatives. Working across business, technology, operations, digital, and commercial teams, you will drive complex programs from concept through implementation while ensuring alignment to strategic objectives, business outcomes, and guest experience goals.
You will establish delivery frameworks, lead governance activities, manage risks and dependencies, and engage stakeholders at all levels of the organization to successfully deliver transformational change.
Success in this role requires strong leadership, strategic thinking, project delivery expertise, and the ability to navigate ambiguity while bringing people together around a common objective.

Key Responsibilities:

Lead the delivery of complex strategic transformation programs and initiatives
Develop and manage integrated project plans, roadmaps, milestones, dependencies, and critical paths
Partner with business, technology, operational, and commercial teams to align priorities and drive execution
Establish governance structures and facilitate executive steering committees, decision forums, and stakeholder engagement activities
Identify and manage project risks, issues, assumptions, and dependencies across multiple workstreams
Develop implementation strategies that balance guest, operational, financial, and technology considerations
Monitor program performance, benefits realization, and outcome achievement
Support change management and organizational readiness activities to ensure successful adoption of new capabilities
Provide leadership and guidance to cross-functional teams and project resources
Prepare executive-level reporting, recommendations, and communications for senior leadership

Experience & Qualifications

Required Qualifications

8+ years of progressive experience leading large-scale projects, programs, or transformation initiatives
Proven experience managing complex cross-functional programs involving multiple stakeholder groups
Strong project management, governance, risk management, and delivery planning capabilities
Exceptional communication, facilitation, and stakeholder management skills
Experience working with executive leadership and influencing decisions at senior levels
Demonstrated ability to manage multiple priorities in fast-paced environments
Bachelor's degree in Business or Technology related fields
Project Management Professional (PMP), Agile, Scrum, Lean, or related certification

Preferred Qualifications

Experience delivering technology-enabled business transformation initiatives
Strong understanding of digital products, systems implementation, or customer experience platforms
Airline, travel, hospitality, retail, or other service-industry experience
Experience leading initiatives that span customer experience, operations, technology, and commercial functions
Experience working within large, complex organizations undergoing enterprise transformation

Who You Are
You are a strategic thinker who can connect big-picture objectives with practical execution plans. You enjoy solving complex problems, building alignment across diverse stakeholder groups, and delivering meaningful outcomes.
You are equally comfortable discussing operational realities, technology architecture, and customer experience impacts, allowing you to bridge gaps between teams and drive successful execution.
Most importantly, you're passionate about creating better experiences and helping organizations transform the way they serve customers.