Vera Rivera

Background

About Vera Rivera

I’m a customer experience (CX) leader with 17+ years in operational leadership at Alaska Airlines, specializing in guest-facing service strategy, team development, and translating real-time feedback into systems-level improvements. From flight delays to full station transitions, I’ve been the calm in the chaos—turning frustration into trust and SOPs into stories that stick. I’ve led startup stations, trained frontline teams, and overseen above-wing operations in some of Alaska’s most dynamic hubs. At every stage, my focus has been the same: how does the customer feel, and how can we make that experience more aligned, seamless, and human? Now, I help organizations and teams see customer feedback as an asset—not an afterthought. With a foundation in emotional intelligence, data-informed decision-making, and service excellence, I’m on a mission to bring soul and strategy together to elevate the entire customer journey.