Joshua Palliser
Humble,TX
Summary
Senior Manager with a proven track record of leading cross-functional teams to drive technology strategies and innovation in the airline industry. Expertise in agile methodologies, stakeholder management, enhancing customer satisfaction, and operational efficiency. Committed to fostering collaboration and optimizing processes for sustainable growth.
Overview
25
25
years of professional experience
Work History
Senior Manager, Technical Operations: Planning
United Airlines
Houston, USA
06.2022 - Current
- Defined and evolved the product vision for next-generation Technical Operations Planning platforms, leveraging automation and data analytics to drive digital transformation, resulting in enhanced operational efficiency and 20%+ productivity gains across systems.
- Managed a team of 10+ employees by providing guidance, setting goals and objectives, delegating tasks, and monitoring performance.
- Reported to executive leadership on performance metrics, challenges, and strategic opportunities.
- Led agile product roadmap development using Scrum methodologies (ADO/Jira), integrating stakeholder feedback, enterprise initiatives, and cybersecurity to prioritize high-impact initiatives, ensuring on-time delivery of scalable solutions.
- Oversaw the full product lifecycle from ideation to post-launch optimization, conducting competitive analysis, and implementing user-centric design principles to foster rapid iteration and superior user experiences in a 24/7 environment.
- Championed cross-functional program management for complex projects, managing resources across remote/hybrid teams and external vendors
Senior Manager, Ticketing and Refund Services
United Airlines
Houston, USA
07.2016 - 06.2022
- Directed cross-functional workgroups to successfully implement a ticket refund to flight credit initiative, significantly enhancing customer satisfaction and loyalty during the pandemic.
- Led cross-functional teams across services, front-end, loyalty, and accounting departments in the successful implementation of a versatile payment solution for ticket purchases. This solution included multiple forms of payment, such as Money + Miles options, as well as streamlined processes for utilizing Future Flight credits in the booking path.
- Facilitated technology roadmap development aligned with organizational goals.
- Managed program and project delivery across distributed teams (onsite, remote, hybrid).
Manager, Ticketing Services
United Airlines
Houston, USA
05.2014 - 07.2016
- Led modernization of legacy ticketing systems into agile, cloud-enabled platforms, defining product strategies that incorporated emerging technologies for enhanced operational performance and alignment with travel industry digital transformation goals.
- Facilitated cross-divisional alignment on technology initiatives, providing executive updates and driving change management to promote agility and data-informed decisions in consumer platforms.
Product Manager, Sales and Distribution
United Airlines
Houston, USA
11.2011 - 04.2014
- Defined product vision and roadmap for Sales and Distribution platforms post-United/Continental merger, leveraging agile (Scrum) methodologies to integrate multi-source content and deliver personalized, scalable solutions for leisure and corporate travelers.
- Oversaw end-to-end product lifecycle, including ideation, development, and launch of loyalty program integrations.
- Championed innovation culture through coaching and high-performance team building, leading training on agile tools and facilitating cross-functional consensus to align technology with business objectives in a global travel network.
Manager, Flight Operations Technology
Continental Airlines
Houston, USA
08.2005 - 10.2011
- Led a small development team in creating a SharePoint portal to replace mainframe systems, enhancing operational efficiency, and reducing support costs.
- Collaborated with HP developers to enhance requirements and quality assurance testing, demonstrating thought leadership in application development.
- Designed and implemented a qualification-based training records system for aircraft dispatchers, improving operational performance.
- Developed an algorithm to assign employees to monthly work assignments based on contractual rules, streamlining processes, and enhancing operational efficiency.
- Successfully migrated the business unit from the mainframe to a web-based solution, reducing support costs, and demonstrating thought leadership in technology transformation.
Sr. IT Specialist, Flight Operations Technology
Continental Airlines
Houston, USA
02.2002 - 07.2005
- Contributed to product ideation and lifecycle for rules-based pilot training and legal document systems, integrating early automation tools to improve efficiency and compliance in travel data platforms.
- Supported agile project delivery and vendor collaborations for web-based Customs/Immigration forms, conducting process analyses to identify opportunities for digital enhancements and risk mitigation.
- Assisted in operations support and training initiatives, promoting self-service tools and root cause analysis to align with organizational goals for scalable, innovative travel solutions.
IT Specialist, Customer Sales Technology
Continental Airlines
Houston, USA
02.2001 - 09.2001
- Developed front- and back-end features for internal Sales and Revenue websites using Active Server Pages, VB6, and JavaScript, laying groundwork for modern digital customer experiences in travel booking systems.
- Collaborated on early automation prototypes (e.g., Trip Alerts for OnePass members), contributing to agile-like iterations that enhanced real-time flight status updates and user engagement.
Education
Bachelor's Degree - Information Systems
Louisiana State University
Baton Rouge05-2000
Skills
- Team and cross functional leadership
- Product vision and strategy
- Stakeholder engagement and management
- Technology roadmap development
- Process optimization and efficiency
- Problem solving and resolution
- Team building and collaboration
- Budget oversight and management
- Relationship management and development
- Agile methodologies and practices
- Change management strategies
Timeline
Senior Manager, Technical Operations: Planning
United Airlines
06.2022 - Current
Senior Manager, Ticketing and Refund Services
United Airlines
07.2016 - 06.2022
Manager, Ticketing Services
United Airlines
05.2014 - 07.2016
Product Manager, Sales and Distribution
United Airlines
11.2011 - 04.2014
Manager, Flight Operations Technology
Continental Airlines
08.2005 - 10.2011
Sr. IT Specialist, Flight Operations Technology
Continental Airlines
02.2002 - 07.2005
IT Specialist, Customer Sales Technology
Continental Airlines
02.2001 - 09.2001
Bachelor's Degree - Information Systems
Louisiana State University