Head of Station Guest Services & Operational Excellence

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

Benefits offered by this job

Standby travel privileges

Travel credits

Well-being programs

401k match

Annual bonus

Paid time off

Job summary

Alaska Airlines is seeking a Director of Station Guest Services to lead a safe, reliable operation and the highest guest service standards across Alaska Airlines and Hawaiian Airlines. You will implement operational plans, promote continuous improvement, and liaise with cross-functional teams to align station objectives.

The role requires building a strong, high-performance culture, managing labor relations, and developing leaders within the station, with flexibility for after-hours and weekend

Qualifications

• 8+ years of experience in administration, human resources, operations, or related field.
• 5+ years of leadership experience, with at least 2 years leading people.
• Bachelor's degree or equivalent or 2 years of relevant training in lieu of degree.
• Excellent written and verbal communication and presentation skills.
• Detail-oriented, highly organized, able to multi-task in fast-paced environment.
• Proven ability to lead with a high-performance culture mindset and practical solutions.
• Ability to collaborate across all levels of the organization.
• Self-starter, takes initiative, comfortable with ambiguity.
• Proactive, enthusiastic, creative demeanor, and openness to new approaches.
• Scheduling flexibility, including after-hours and weekends.
• Minimum age 18; authorized to work in the U.S.

Responsibilities

• Establish strategic operational goals and direction for a team of customer service agents and management employees.
• Influence operational outcomes, set strategy, and develop action plans related to customer service metrics, performance, safety and compliance.
• Drive annual employee survey actions to build trust and a positive work environment.
• Collaborate with policy, training, and development teams to ensure consistent training and policy adherence.
• Cultivate relationships with union representatives and address concerns within the collective bargaining framework.
• Provide career development opportunities and scalable training for management staff.
• Develop performance management processes and ongoing feedback to grow the team.
• Support labor contract adherence and resolve disciplinary or first-step grievances.
• Coordinate between operational and administrative groups to align goals and engagement.

Skills

Leadership experience

Communication skills

Problem solving

Change management

Strategic planning

Employee relations

Training & development

Union relations

Staff scheduling

Time management

Education

Bachelor's degree or equivalent

Job description

Alaska Airlines is seeking a Director of Station Guest Services to lead a safe, reliable operation and the highest guest service standards across Alaska Airlines and Hawaiian Airlines. You will implement operational plans, promote continuous improvement, and liaise with cross-functional teams to align station objectives.

The role requires building a strong, high-performance culture, managing labor relations, and developing leaders within the station, with flexibility for after-hours and weekend