Duty Manager, Station Operations

Alaska Airlines; San Diego (CA); Sur place; USD 95 000 - 143 000; Plein temps

Avantages offerts par ce poste

Free stand-by travel privileges

Comprehensive well-being programs

Generous 401k match

Annual bonus

Generous holiday and paid time off

Résumé du poste

Alaska Airlines is seeking a Duty Manager of Station Operations to own the shift, execute strategy, and deliver a superior guest experience across Alaska Airlines and Hawaiian Airlines. You will lead Customer Service Agents and Ramp Service Agents, ensuring safety, productivity, and high service standards.

As a people leader, you will prioritize operations, manage cross-functional relationships, and drive performance while maintaining compliance with regulations and company policies.

Qualifications

• 5 years of customer service or station experience with passenger service, station ops, and related duties.
• 2 years of leadership experience.
• Bachelor’s degree or 2 years of relevant training/experience in lieu of degree.
• Excellent written and verbal communication to enhance customer and employee satisfaction.
• Strong interpersonal skills and ability to drive cross-functional outcomes.

Responsabilités

• Oversee all station operations during designated shift and manage priority setting for the team.
• Make decisions on customer service, ticketing, baggage handling, security, and ramp activities.
• Coordinate with Maintenance, Flight Ops, Inflight, and SOC on passenger and on-time performance impacts.
• Lead a team of Customer Service Agents (and Ramp Service Agents where applicable).
• Monitor vendor productivity and provide feedback on performance.
• Develop the team through performance management and delegation for growth.
• Supervise labor contract administration.
• Foster a culture of safety, accountability, and remarkable service.

Connaissances

Customer service

Leadership

Communication

Interpersonal skills

Cross-functional collaboration

Time management

Safety compliance

Formation

Bachelor’s degree

High school diploma or equivalent

Outils

Sabre/Image

Microsoft Office

Description du poste

The Team

Our airport teams work together to move guests and their belongings from curb to cabin, creating remarkable experiences along the way. Whether customer-facing or behind the scenes, we want to hear from you if you can be welcoming to people from all walks of life, think on your feet, and manage a flexible schedule. In return, you’ll receive a competitive total rewards package, professional development opportunities, and other benefits that are all designed to take you places.

Company

Alaska Airlines

Role Summary

This role is responsible for owning the operation during their shift and executing on strategy to ensure a superior level of customer service that will delight our guests at Alaska Airlines (AS) and Hawaiian Airlines (HA). As a people leader, the Duty Manager of Station Operations, leads and establishes priorities for the team to deliver a remarkable guest experience, and uphold the utmost safety standards.

Key Duties

• Oversee all phases of station operations during designated shift, including ramp services if applicable.
• Make decisions related to all functions at the station, including customer service, ticketing, baggage handling, passenger security, ramp service activities, and reservations in a manner to ensure compliance with company service standards, policies, and all regulations of federal, state and local port authorities.
• Collaborate and influence across the teams and company with Maintenance, Flight Operations, Inflight, and System operations control (SOC) to determine acceptable passenger, baggage, and on-time performance impacts due to off-schedule operations.
• Lead a team of Customer Service Agents (CSA’s) and if applicable, Ramp Service Agents (RSA’s), and establish priorities of changes to station leadership to ensure quality service and operational goals are achieved while also meeting established productivity goals.
• Responsible for monitoring and measuring vendor productivity and provides oversight and immediate feedback on vendor performance.
• 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.
• Supervise labor contract administration.
• Cultivate and shape culture of team through action, presence, and reinforcement of behaviors.

Additional Details

Embody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable.

Job-Specific Experience, Education & Skills

Required

• 5 years of customer service or station experience, preferably with proven skills in passenger service, station operations, including cargo handling, ground operations, personnel administration, and administering bargaining unit employees.
• 2 years of leadership experience.
• Bachelor’s degree, or an additional two years of relevant training/experience in lieu of this degree.
• Excellent communication skills (both written and verbal) to enhance both customer and employee satisfaction.
• Strong interpersonal skills with the ability to drive outcomes in the best interest of the company.
• Ability to establish cross-functional collaborative relationships with other team members and workgroups.
• High school diploma or equivalent.
• Minimum age of 18.
• Must be authorized to work in the U.S.

Preferred

• Knowledge of Alaska Airlines System Regulations and Federal Aviation Administrations (FAA) policies and procedures.
• Proficiency with Sabre/Image.
• Demonstrated proficiency with Microsoft Office applications (e.g. Word, Excel, PowerPoint, and Outlook).

Job-Specific Leadership Expectations

Embody our values to own safety, do the right thing, be caring and kind, and deliver performance.

Salary Range

$95,450 -- $143,200 / year

Salary Details

Pay will be based on multiple factors, including and not limited to location, relevant 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.

Total Rewards

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
• 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.

Airport SIDA Badge Requirements

Important notification for employees working at an airport or maintenance hangar: Employees will be required to obtain a SIDA badge provided by the airport authority and maintain good standing in order to keep their SIDA badge. Review theSIDA Badge Requirementsdocument for a comprehensive overview. If an employee does not qualify for a SIDA badge or has their SIDA badge pulled from them, the employee will be terminated.

Regulatory Information

Equal Employment Opportunity Policy Statement

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.

To Implement This Policy, We Will

• 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 based 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.

Government Contractor & Department of Transportation (DOT) Regulations

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.

Employment Type

Full-Time

FLSA Status

Exempt

Regular/Temporary

Regular

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