Director of Station Guest Services & Operations

Alaska Airlines; Honolulu (HI); On-site; USD 125,000 - 193,000; Full time

Benefits offered by this job

Free stand-by travel privileges

Generous 401k match

Annual bonus plans

Well-being programs

Paid time off

Job summary

Alaska Airlines is seeking a Director, Station Guest Services to lead a safe, reliable operation and exceptional guest services at Alaska Airlines and Hawaiian Airlines. You will implement operational plans to meet performance objectives and compliance while promoting a culture of continuous improvement.

As a people leader, you will align with policy, train teams, manage unions, and drive performance metrics across the station, balancing customer satisfaction with operational efficiency and

Qualifications

• 8+ years in administration, HR, operations, or related field.
• 5+ years of leadership, with at least 2 directly leading people.
• Bachelor's degree or equivalent training accepted in lieu of degree.
• Excellent written and verbal communication and presentation skills.
• Detail-oriented and highly organized, able to multi-task in a fast-paced environment.

Responsibilities

• Establish strategic goals and direction for a team of customer service agents and management.
• Influence outcomes, set strategy, and monitor action plans for customer service, performance metrics, safety and compliance.
• Set strategy to drive annual employee survey action plans to build trust and a positive work environment.
• Collaborate with Airport Policy and Procedures and Training teams to ensure training delivery and adherence to policy.
• Cultivate strong relationships with union representatives and partner on addressing concerns while adhering to collective bargaining agreements.
• Facilitate experiences, succession planning, and career progression through development opportunities and training.
• Develop people through performance management and feedback, delegating stretch assignments for growth.
• Partner with Station Administration to support labor contract, PRM process, discipline, and first-step grievance resolution.
• Act as liaison between operations and administration to track and achieve goals.

Skills

8+ years experience

Leadership experience

Bachelor's degree

Communication skills

Detail oriented

Performance culture

Cross-functional collaboration

Self-starter

Scheduling flexibility

Authorized to work

Education

Bachelor's degree or equivalent

Job description

Alaska Airlines is seeking a Director, Station Guest Services to lead a safe, reliable operation and exceptional guest services at Alaska Airlines and Hawaiian Airlines. You will implement operational plans to meet performance objectives and compliance while promoting a culture of continuous improvement.

As a people leader, you will align with policy, train teams, manage unions, and drive performance metrics across the station, balancing customer satisfaction with operational efficiency and