Live Ops Guest Communications Specialist

Alaska Airlines, Inc.; SeaTac (WA); Vor Ort; USD 44.000 - 62.000; Vollzeit

Benefits dieser Stelle

Free stand-by travel privileges

Comprehensive well-being programs

Generous 401k match

Annual bonus plans

Generous holiday and paid time off

Zusammenfassung

Alaska Airlines seeks a Guest Operations Specialist II to manage day-of-travel guest communications in a 24/7 Network Operations setting. You will draft, approve, and align messages across SMS, email, app, and other channels, ensuring timely, accurate, and brand-consistent communications.

You will coach peers, escalate high‑risk scenarios, and support colleagues with guidance on messaging decisions and tools while adhering to DOT and regulatory obligations.

Qualifikationen

• 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 skills with tone, clarity, accuracy, and brand alignment.
• Balance multiple priorities and make fast, informed decisions in evolving conditions.
• Proven ability to collaborate and influence without formal authority.
• High operational judgment, curiosity, and critical thinking.
• High school diploma or equivalent.
• Minimum age of 18.
• Must be authorized to work in the U.S.

Aufgaben

• Lead and execute day-of-travel guest messaging strategy across SMS, email, app, and other channels; ensure messaging is clear, timely, and brand-aligned.
• Make high-impact decisions on messaging timing, cadence, channel strategy, and recovery approaches.
• Gather and share information from cross-functional partners to support aligned execution.
• Serve as the primary escalation point for complex, time-sensitive guest communications.
• Provide guidance to Guest Operations Specialists on messaging decisions, priorities, tools, and tone.
• Follow procedures and regulatory requirements to determine appropriate guest responses and alignment with obligations.
• Suggest improvements to processes, templates, systems, and playbooks for faster, clearer communications.
• Contribute insights from live operations and post-event reviews to improve systems and strategies.

Kenntnisse

Strong written communication

Decision making under pressure

Cross-functional collaboration

Brand-aligned messaging

Multitasking/ prioritization

Customer experience mindset

Ausbildung

High school diploma or equivalent

Bachelor’s degree in Communications, Journalism, English or related field

Tools

Sabre

Airship

Jobbeschreibung

Alaska Airlines seeks a Guest Operations Specialist II to manage day-of-travel guest communications in a 24/7 Network Operations setting. You will draft, approve, and align messages across SMS, email, app, and other channels, ensuring timely, accurate, and brand-consistent communications.

You will coach peers, escalate high‑risk scenarios, and support colleagues with guidance on messaging decisions and tools while adhering to DOT and regulatory obligations.