Director Contact Center Ops & Technology
Alaska Airlines
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Benefits offered by this job
Job summary
Alaska Airlines in SeaTac, WA is seeking a Director, Call Center Operations & Technology to oversee contact routing, centre technology, workforce planning, and budgeting across Alaska and Hawaiian call centers. You will lead scalable operations, implement digital solutions, and build high-performing teams.
The ideal candidate has deep experience in contact center management, technology, and analytics, with a track record of driving guest satisfaction, cost efficiency, and continuous
Qualifications
- 8 years of contact center and/or operational management experience.
- 5 years of leadership experience, with either: 2 of those years directly leading people, or 3 years of advanced functional subject matter expertise in contact center and/or operational management experience.
- Bachelor's degree, or an additional 2 years of relevant training/experience in lieu of this degree.
- In-depth experience in contact center and/or operations, technology and workforce planning.
- Demonstrated project and change management skills and a thirst for applying research and best practices to existing business problems.
- Proven ability to influence change and initiate actions that have a strategic impact and develop high performing, cross-functional teams.
- Strong problem-solving skills and the ability to develop new ideas to improve safety, compliance, efficiency, and cost.
- Strong interpersonal skills, with the ability to create collaborative relationships that drive outcomes in the best interest of the company.
Responsibilities
- Oversee daily operations of Alaska Airlines’ contact centers to ensure tools/technology are working effectively and the operation is staffed appropriately based on real-time state of the airlines’ operations.
- Drive operational excellence through process and technology optimization, resource planning, and workforce management.
- Develops and executes the contact center technology vision and roadmap.
- Oversees deployment and integration of contact center tools/technology.
- Partners with IT, vendors, and internal stakeholders to sustain and modernize contact center platforms, tools, technology, and infrastructure.
- Champions a culture that continuously seeks opportunities to improve guest and agent experience along with operational efficiency
- Utilizes data and feedback to understand and articulate health of the operation, identify pain points and inefficiencies, and drive enhancements.
- Develops and executes comprehensive workforce management (WFM) strategies to ensure adequate staffing based on forecasted volume, seasonality, flight disruptions and unplanned events.
- Oversees capacity planning and forecasting models that balance efficiency, cost, and guest experience.
- Own the contact center routing technology solutions used for managing incoming volume.
- Evaluates, recommends and executes new programs and technology solutions, including negotiating cost‑effective vendor contracts and applicable service level agreements (SLAs).
- Serves as the subject matter expert for maintaining and reporting on contact center metrics.
- Ensures contact center leadership is kept informed of operational status on a daily basis.
- Coordinates the development and implementation of operational and budget plans to ensure all workgroups meet or exceed their operational performance and financial objectives.
- Prepares written proposals and business cases to support recommendations.
- Stays abreast of industry advances and incorporates new technology, practices, and procedures to create best‑in‑class contact centers.
- Develop people through effective performance management and ongoing feedback, focusing on fostering strategic and systems thinking, development of talent, and succession planning across teams and disciplines.
- Shape culture of the team through action, presence, and reinforcement of behaviors.
Skills
Education
Tools
Job description
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.
Alaska Airlines
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.
The Director, Call Center Operations & Technology oversees contact routing, contact center technology, workforce planning, operational performance and budgeting for all Alaska Airlines and Hawaiian Airlines contact center locations. This Director is responsible for delivering exceptional guest and agent service through efficient operations, innovative technology solutions, and high performing teams. The ideal candidate brings deep expertise in contact center management and technology with a strong focus on scalability, digital transformation, and guest satisfaction.
- Actively manages daily operations of Alaska Airlines’ contact centers to ensure tools/technology are working effectively and the operation is staffed appropriately based on real‑time state of the airlines’ operations.
- Drives operational excellence through process and technology optimization, resource planning, and workforce management.
- Develops and executes the contact center technology vision and roadmap.
- Oversees deployment and integration of contact center tools/technology.
- Partners with IT, vendors, and internal stakeholders to sustain and modernize contact center platforms, tools, technology, and infrastructure.
- Champions a culture that continuously seeks opportunities to improve guest and agent experience along with operational efficiency
- Utilizes data and feedback to understand and articulate health of the operation, identify pain points and inefficiencies, and drive enhancements.
- Develops and executes comprehensive workforce management (WFM) strategies to ensure adequate staffing based on forecasted volume, seasonality, flight disruptions and unplanned events.
- Oversees capacity planning and forecasting models that balance efficiency, cost, and guest experience.
- Own the contact center routing technology solutions used for managing incoming volume.
- Evaluates, recommends and executes new programs and technology solutions, including negotiating cost‑effective vendor contracts and applicable service level agreements (SLAs).
- Serves as the subject matter expert for maintaining and reporting on contact center metrics.
- Ensures contact center leadership is kept informed of operational status on a daily basis.
- Coordinates the development and implementation of operational and budget plans to ensure all workgroups meet or exceed their operational performance and financial objectives.
- Prepares written proposals and business cases to support recommendations.
- Stays abreast of industry advances and incorporates new technology, practices, and procedures to create best‑in‑class contact centers.
- Develop people through effective performance management and ongoing feedback, focusing on fostering strategic and systems thinking, development of talent, and succession planning across teams and disciplines.
- Shape culture of the team through action, presence, and reinforcement of behaviors.
- 8 years of contact center and/or operational management experience.
- 5 years of leadership experience, with either: 2 of those years directly leading people, or 3 years of advanced functional subject matter expertise in contact center and/or operational management experience.
- Bachelor's degree, or an additional 2 years of relevant training/experience in lieu of this degree.
- In-depth experience in contact center and/or operations, technology and workforce planning.
- Demonstrated project and change management skills and a thirst for applying research and best practices to existing business problems.
- Proven ability to influence change and initiate actions that have a strategic impact and develop high performing, cross‑functional teams.
- Strong problem‑solving skills and the ability to develop new ideas to improve safety, compliance, efficiency, and cost.
- Strong interpersonal skills, with the ability to create collaborative relationships that drive outcomes in the best interest of the company.
- High school diploma or equivalent.
- Minimum age of 18.
- Must be authorized to work in the U.S.
- Embody our values to own safety, do the right thing, be caring and kind, and deliver performance.
- Create a culture where all employees feel safe and they belong.
$172,550 - $267,450 / year
$224,315 - $347,685
The pay range and total target compensation package listed above is the expected pay offered for this position at the start of employment. Your pay will be based on multiple factors, including and not limited to location, your relevant experience/level, experience level, and skillset while balancing internal equity relative to other Alaska/Hawaiian/Horizon employees. Alaska/Hawaiian/Horizon is committed to fair, unbiased compensation along with competitive benefits in all locations in which we operate.
Note: We don't typically hire at the top of the range.
Alaska Airlines, Hawaiian Airlines and Horizon Air pay and benefits can vary by company, location, number of regularly scheduled hours worked, length of employment, and employment status.
- Free stand‑by travel privileges on Alaska Airlines, Hawaiian Airlines & Horizon Air with high priority status
- Select number of confirmed travel credits provided annually
- Comprehensive well‑being programs including medical, dental and vision benefits
- Generous 401k match program
- Annual bonus plans
- Generous holiday and paid time off
For more information about Alaska/Hawaiian/Horizon Total Rewards please visit our career site and view benefits.
It is the policy of Alaska Airlines, Hawaiian Airlines and Horizon Air to comply with all applicable federal, state and local laws governing nondiscrimination in employment and to ensure equal opportunity in all terms, conditions, and benefits of employment or potential employment.
We also prohibit discrimination and harassment against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, veteran status, genetic information and other legally protected categories.
We have established an EEO Compliance Program under Section 503 of the Rehabilitation Act of 1973 (“Section 503”) and the Vietnam Era Veteran’s Readjustment Assistance Act of 1974 (“VEVRAA”). All applicants and employees are treated without regard to their race, color, religion, sex, national origin, disability or protected veteran status. In addition, we have established an audit and reporting system to allow for effective measurement of its equal employment opportunity activities.
- Recruit, hire, train and promote qualified persons in all job titles, without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information and any other legally protected categories;
- Ensure that employment decisions are based only on valid job requirements; and
- Ensure that all personnel actions and employment activities such as compensation, benefits, promotions, layoffs, return from layoff, Alaska Airlines, Hawaiian Airlines and Horizon Air sponsored programs, and tuition assistance will be administered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information and other legally protected categories.
Employees and applicants for employment will not be subjected to harassment, intimidation, threats, coercion or discrimination because they have engaged or may engage in (1) filing a complaint, (2) opposing any act or practice made unlawful by, or exercising any other right protected by, any Federal, State or local law requiring equal opportunity, including Section 503 and the equal opportunity provisions of VEVRAA, or (3) assisting or participating in any investigation, compliance evaluation, hearing, or any other activity related to the administration of any Federal, State or local law requiring equal opportunity, including Section 503 and the equal opportunity provisions of VEVRAA.
Alaska Airlines, Hawaiian Airlines & Horizon Air are regulated by the Department of Transportation (DOT – regulations, 49 CFR part 40) and all applicants are advised that post‑offer and/or pre‑employment drug testing will be conducted to determine the presence of marijuana, cocaine, opioids, phencyclidine (PCP) and amphetamines or a metabolite of these drugs prior to any offer or employment or transfer into a safety‑sensitive position. Failure to submit to testing or positive indications of drug use will render the applicant ineligible for employment with Alaska Airlines/Hawaiian Airlines/Horizon Air and any employment offer will be withdrawn.
Full-Time
Exempt
Regular
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