Why WestJet:

Every WestJet journey has the potential to enrich lives; a career with us is no exception.

WestJet arrived on the Canadian airline scene in 1996 and changed the industry for the better. We made air travel more affordable for Canadians and now we're going global.

Join us, this is where your career story takes off.

Overview of role:

The Senior Manager – Identity & Profile Services (IPS) manages all of development, operation, and support of our Guest facing identity and profile platform that is a significant part of our WestJet Rewards loyalty offering along with our integrated partners. This role will manage the team of developers and analysts that share their time between the development of new services, enabling new growth for our WestJet Rewards program alongside maintaining the technology stack that supports it.

Working across functional boundaries, this leader is responsible for guiding the success of the products managed through architectural standards, security, and compliance standards, with a keen focus on the user experience for all interactions. Overall financial authority and responsibility for the Identity & Profile Services portfolio falls within scope for this role and managing the balance between cost and value is paramount to the success of this team.

The successful candidate will be interfacing with the majority of IT and business leaders at WestJet that are focused on Commercial initiatives, as well as gaining support through other shared functions in Technology to successfully deliver releases into our production environments.

Given the nature of the team, supporting 7.5M+ WestJet Rewards members, there is an aspect of this role that will be required to integrate into our Incident Management process for 24x7 support and escalations. These incidents are not frequent, but as they occur, leadership guidance is crucial to a quick and successful restoration of services.

Sample technologies and processes that this leader would be responsible for include, but not limited to, Forgerock / IBM Identity and Access Management platforms, agile development practices, project management and prioritization methodologies, and ITIL ITSM frameworks.

Key deliverables / responsibilities include:

• Responsible for setting the vision and strategy for the guest facing Identity and Access Management platform leveraged by our direct channel delivery teams.
• Ownership of the roadmap and prioritizes building what matters most to achieve the strategic goals and initiatives behind supported products and platforms.
• Facilitate planning what their teams will deliver and the timeline for implementation.
• Responsible for defining the release process and coordinating all the activities required to bring the product to market. This involves bridging gaps between different functions within the company and aligning all the teams involved.
• In collaboration with business partners, they prioritize features by ranking them against the strategic goals and initiatives.
• Responsible for defining the requirements for each feature and the desired user experience. They work closely with engineering on the technical specifications and ensure that teams have all the information they need to deliver a complete product to market.
• Defines and maintains service levels specific to requirements of the product. This includes continuous improvement, disaster recovery, run books, security and patch compliance, and coordinating cross-functional operational teams to support these services during all operational hours up to and including 24x7.
• Provide leadership and mentorship to team resources to fulfill all elements of the product management lifecycle.
• Management of third-party vendors specific to the delivery of their products. This includes contract negotiations and renewals, service level performance adherence and improvement plans and quality.
• Accountable to ensure their products conform to all corporate compliance and regulatory governance standards. This includes a broad understanding of these standards and accountability to meet them on an ongoing basis. Standards include PCI, GDPR, SOX, etc.

First Year Deliverables:

• Expand the capabilities of the IPS team through developing talent, working with various operational and project stakeholders, and evangelizing the roadmap for Guest Identity and Access Management.
• Reduce technical debt through a refresh of the legacy technology stack through a modernization and stabilization program.
• Continue to support our WestJet Rewards partnerships program by seamlessly onboarding connections to our newest partners.

Experience and qualifications:

• Requires a minimum of 10+ years of related experience, or an equivalent combination of training and experience.

• Requires a Bachelor's Degree (Technical/Business/Scientific)

• Experience in Identity and Access Management products and platforms

• Experience Cloud native development practices and languages

• Scrum or equivalent Agile methodology.

• Demonstrated leadership skills with experience managing large resource teams.

• Requires complex problem-solving skills and advanced interpersonal and communication skills including the ability to influence others.

• Ability to clearly articulate technical problems from a business perspective and translate business problems into a technology viewpoint.

• Strong commercial acumen including financial management, contract negotiation and vendor management are essential.

• Demonstrate a strong technical grounding to effectively manage and challenge technology teams with regards to measures of complexity and effort.

• Self-motivated and ability to work independently and cross functionally.

• Experience and demonstrated ability to create a vision, strategy and roadmap.

• Exposure to highly complex and integrated systems using enterprise class tools and methodologies.

• Strong verbal and written communication skills.

• Ability to work effectively, demonstrate flexibility and set priorities in a fast-paced environment.

• Highly motivated and collaborative individual.

The benefits of being a WestJetter:

WestJet provides all WestJetters with a competitive total rewards package. On top of that, we offer:

• A fun and friendly culture with colleagues who work together to win

• Travel privileges for you and your family, effective from your start date

• Savings and Benefit programs that are flexible to meet your specific needs

Think we are a fit? Apply now!

About WestJet Group of Companies

WestJet took to the skies in 1996 with just over 200 employees and three aircraft operating service to five destinations. Since then, WestJet has pioneered low-cost travel in Canada, cutting airfares in half, and increasing the flying population in Canada by more than 50 per cent. Following integration with Sunwing in 2025, more than 14,000 WestJetters support nearly 200 aircraft and connect guests to more than 100 destinations across North America, Central America, the Caribbean, Europe and Asia.

As a major Canadian employer that includes WestJet Airlines, Sunwing Vacations Group and WestJet Cargo, the WestJet Group is Canada’s leading low-cost airline and largest vacation provider, with a united purpose of providing affordable and accessible air and vacation travel to Canadians.

Our Safety Promise

At WestJet, the safety and security of our people and our guests is a core value and at the heart of what we do. As safety and security is a shared responsibility, it is expected that you will use safe work practices to ensure your well-being and the safety of others.

WestJet recognizes that the use of Alcohol and Drugs can adversely impact a safe work environment and the well-being of others including guests, suppliers and the public, as well as place WestJet's operations at risk. All roles that are identified as safety sensitive are required to pass a Pre-Employment Alcohol and Drug Test as per WestJet's Alcohol and Drug Policy.

Our Commitment to Diversity and Inclusion

We embrace what makes us each unique, and what makes us uniquely WestJet. WestJet is committed to inclusiveness, equity, and accessibility and if you require accommodation during the selection process, please let our Talent Acquisition team know at talent@westjet.com. We encourage all qualified candidates to apply.

At WestJet, we welcome unique skills, experiences, and backgrounds - if you’re passionate and excited about this role, we encourage you to apply even if you do not meet every single qualification in the posting. We are committed to inclusivity, equity, and accessibility in the selection process. If you require an accommodation during the recruiting process, please let our Talent Acquisition team know.

We thank all applicants for their interest in WestJet; however, only those candidates who are selected will be contacted.

For more information about everything WestJet, please visit WestJet.com.

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