Director Guest Services

Company Alaska Airlines The Team Guided by our purpose, core values, and leadership principles, we are creating an airline people love. Our corporate teams set the strategies and operational plans to ensure the success of our company. Whether we use our expertise in accounting, human resources, finance, planning, legal, marketing, or any of our operational divisions, our shared passion for travel and our guests is what motivates us to achieve excellence each day. If you share our passion for creating an airline people love, we want to hear from you.

Summary The Director, Station Guest Services leads and drives a safe, reliable operation while maintaining the highest standards in guest services at Alaska Airlines (AS) and Hawaiian Airlines (HA). This role implements operational plans to ensure the station meets performance objectives and compliance guidelines. As a people leader, this role is responsible for promoting a culture of continuous improvement while liaising with other operational teams to ensure effective alignment and best practices across the station.

Establish strategic operational goals and direction for a team of customer service agents and management employees. Proactively influence operational outcomes, set strategy, and develop and monitor action plans related to customer service expectations, operational performance metrics, and safety and compliance requirements. Set the strategy to drive the annual employee survey action plans to build trust and cultivate a positive work environment. Collaborate with Airport Policy and Procedures and AOCS Training and Development teams to ensure consistent training delivery and adherence to company policy while supporting the demands of a complex hub. Cultivate good working relationships with union representatives within the station and partner on addressing concerns, ensuring consistent adherence to the collective bargaining agreement associated with the employee in all facets. Facilitate varied experiences, succession planning, and career progression of management staff through the identification of career development opportunities, developmental assignments, and formal/informal training opportunities. Develop people through effective performance management and ongoing feedback, focusing on delegation for stretch assignments, growing and developing the team for capacity and growth, looking at performance across the team, and time management. Partner with the Station Administration team to support the labor contract, including Problem Resolution Management (PRM) process, discipline, and first-step grievance issue resolution. Act as a liaison between operational and administrative workgroups within the Station to ensure operational, administrative, and employee engagement goals are continually tracked and achieved. Job-Specific Experience, Education & Skills Required A minimum of 8 years of experience in administration, human resources, operations, or a related field. A minimum of 5 years of leadership experience, with at least 2 of those years directly leading people. A bachelor’s degree or an additional 2 years of relevant training experience in lieu of this degree. Excellent written/verbal communication and presentation skills. Detail-oriented and highly organized, with the ability to multi-task and work independently with limited guidance in a fast-paced environment. A demonstrated ability to lead with a high-performance culture mindset with a focus on practical solutions and efficiency with a predisposition towards managing outcomes versus explaining variances. A demonstrated ability to effectively collaborate at all levels of the organization. Must be a self-starter, willingly take the initiative, accept responsibility, and be comfortable with ambiguity. A proactive, enthusiastic, and creative demeanor and a willingness to try new approaches. Scheduling flexibility and the ability to work after normal business hours and on the weekends. High