Senior Director, Station Guest Services

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

Job summary

Alaska Airlines in Honolulu seeks a Director, Station Guest Services to lead a safe, reliable operation and uphold top guest-service standards for Alaska Airlines and Hawaiian Airlines. You will implement strategic plans, align with cross-functional teams, and promote a culture of continuous improvement across the station.

You will manage a team of customer service leaders, drive performance metrics, and collaborate with labor relations to ensure adherence to the collective bargaining agreement

Qualifications

• 8+ years in administration, HR, operations, or related field.
• 5+ years of leadership, with at least 2 years directly leading people.
• Bachelor’s degree or an additional 2 years of relevant training in lieu of this degree.
• Excellent written/verbal communication and presentation skills.
• Detail-oriented and highly organized, with the ability to multi-task in a fast-paced environment.
• Demonstrated ability to lead with a high-performance culture mindset and practical solutions.
• Demonstrated ability to collaborate at all levels of the organization.
• Must be self-starter, take initiative, and be comfortable with ambiguity.
• Scheduling flexibility to work after hours and on weekends.
• High school diploma or equivalent.
• Minimum age of 18.
• Must be authorized to work in the U.S.

Responsibilities

• Establish strategic operational goals and direction for a team of customer service agents and management employees.
• Proactively influence operational outcomes, set strategy, and develop and monitor action plans related to customer service expectations, operational performance metrics, and safety and compliance requirements.
• Set the strategy to drive the annual employee survey action plans to build trust and cultivate a positive work environment.
• Collaborate with Airport Policy and Procedures and AOCS Training and Development teams to ensure consistent training delivery and adherence to company policy while supporting the demands of a complex hub.
• Cultivate good working relationships with union representatives within the station and partner on addressing concerns, ensuring consistent adherence to the collective bargaining agreement associated with the employee in all facets.
• Facilitate varied experiences, succession planning, and career progression of management staff through the identification of career development opportunities, developmental assignments, and formal/informal training opportunities.
• 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.
• Partner with the Station Administration team to support the labor contract, including Problem Resolution Management (PRM) process, discipline, and first-step grievance issue resolution.
• Act as a liaison between operational and administrative workgroups within the Station to ensure operational, administrative, and employee engagement goals are continually tracked and achieved.

Skills

Leadership

Communication

Detail-oriented

Multi-tasking

Education

Bachelor's degree

Job description

Alaska Airlines in Honolulu seeks a Director, Station Guest Services to lead a safe, reliable operation and uphold top guest-service standards for Alaska Airlines and Hawaiian Airlines. You will implement strategic plans, align with cross-functional teams, and promote a culture of continuous improvement across the station.

You will manage a team of customer service leaders, drive performance metrics, and collaborate with labor relations to ensure adherence to the collective bargaining agreement