Guest Operations Specialist II
Alaska Airlines
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Benefits offered by this job
Job summary
Alaska Airlines is seeking a Guest Operations Specialist II to manage real-time guest communications during live operations. You will ensure timely, accurate, brand-aligned messaging across multiple channels and serve as a coach and escalation resource for the Guest Operations team.
Responsibilities include drafting communications, coordinating with Dispatch and other partners, and making rapid decisions under pressure while upholding regulatory obligations and brand standards.
Qualifications
- 2 years of experience in operations, communications, customer experience, or related area.
- Experience in real-time or high-pressure decision-making environments.
- Strong written communication with tone, clarity, accuracy, and brand alignment.
- Ability to balance priorities and make fast, informed decisions in evolving conditions.
- Proven ability to collaborate and influence without formal authority.
- Strong operational judgment, curiosity, and critical thinking.
Responsibilities
- Lead day-of-travel guest messaging strategy across SMS, email, app, and other channels.
- Decide messaging timing, cadence, and copy for brand-aligned communications.
- Coordinate with Dispatch, Crew Scheduling, and other teams to support execution.
- Act as escalation point for high-risk, brand-impacting scenarios during irregular operations.
- Guide fellow specialists on messaging decisions and tools.
Skills
Education
Tools
Job description
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.
Alaska Airlines
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.
The Guest Operations Specialist II is responsible for executing real-time, day-of-travel guest communication strategy and decision-making at Alaska Airlines in a 24/7 Network Operations environment. As a member of the Guest Operations team, this individual contributor role ensures guest communications are timely, accurate, brand-aligned, and responsive to evolving operational conditions, while serving as a coach and escalation resource for Guest Operations Specialists.
- Lead and execute day-of-travel guest messaging strategy during live operations by drafting, approving, and aligning communications across SMS, email, app, and other guest-facing channels; ensure messaging is clear, consistent, timely, brand-aligned, and responsive to evolving operational conditions.
- Make high-impact, time-sensitive decisions on communication timing, cadence, channel strategy, compensation or service recovery approach, and copy while balancing guest experience, operational constraints, regulatory requirements, and Alaska Airlines brand standards.
- Gather and share decision-impacting information from cross-functional partners, including Dispatch, Crew Scheduling, AOCS, Social, CCO, Customer Advocacy, NOD, NOC, Customer Care, Social Care, Guest Communications leadership, and other stakeholders to support aligned execution.
- Serve as the primary escalation point for complex, high-risk, or brand-impacting guest communication scenarios during irregular operations, major events, and other time-sensitive situations.
- Partner with and support Guest Operations Specialists in daily execution by providing guidance on messaging decisions, priorities, tools, standards, tone, and guest-centric decision-making.
- Follow established procedures, playbooks, and regulatory requirements, with additional research and judgment as needed, to determine appropriate guest communication responses and ensure alignment with DOT, EU261, and other applicable obligations.
- Provide input on ways to improve team processes by identifying opportunities to increase the speed, clarity, consistency, and effectiveness of guest communications, templates, systems, and playbooks.
- Contribute insights from live operations, post-event reviews, and operational learnings to support continuous improvement of systems, processes, and communication strategies.
- 2 years of experience in operations, communications, customer experience, or a related area.
- Experience working in real-time or high-pressure decision-making environments.
- Strong written communication skills with close attention to tone, clarity, accuracy, and brand alignment.
- Ability to balance multiple priorities and make fast, informed decisions in ambiguous or evolving conditions.
- Proven ability to collaborate and influence without formal authority.
- Strong operational judgment, curiosity, and critical thinking.
- High school diploma or equivalent.
- Minimum age of 18.
- Must be authorized to work in the U.S.
- Airline, Network Operations Center, or irregular operations experience.
- Experience with multi-channel guest or customer communications, including SMS, email, mobile app, or similar channels.
- Bachelor’s degree in Communications, Journalism, English, or a related field.
- Familiarity with Sabre, Airship, or similar operational and communication platforms.
Embody our values to own safety, do the right thing, be caring and kind, and deliver performance.
USD $38.40/Hr.
Pay differential of $2.25 an Hour.
- 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.
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.
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, genetic information and other legally protected categories.
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.
11/9/2026
Full-Time
Non-Exempt
Regular
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