Company Alaska Airlines
The Team
Guided by our purpose, core values, and leadership principles, we are creating an airline people love. Our corporate teams set the strategies and operational plans to ensure the success of our company. Whether we use our expertise in accounting, human resources, finance, planning, legal, marketing, or any of our operational divisions, our shared passion for travel and our guests is what motivates us to achieve excellence each day. If you share our passion for creating an airline people love, we want to hear from you.
Role Summary
At Alaska Airlines, we stand for CARE - we do everything we can to take care of our guests and each other at every touchpoint. We strive to be the most caring airline in the world and our Contact Centers are key to delivering against that ambition. The Managing Director of Guest Care is responsible for overseeing Contact Center operations in Reservations and Central Baggage, leading more than 1,500 agents, ensuring exceptional customer service, and delivering cost-efficient workflow management hitting key performance indicators and operational targets. Additionally, this leader needs to have a business and technology mindset and strategic vision to transform contact centers for the future resulting in step change improvements for our guests, our employees and cost structure.
Key Duties
Leadership and Team Management:
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Lead, mentor, and motivate a team of contact center directors, managers, supervisors, agents, and support staff.
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Set performance goals, provide feedback, conduct regular performance evaluations, and identify training needs.
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Foster a positive and inclusive work environment and Labor Union relationship that promotes teamwork, collaboration, and professional development
Contact Center Operations:
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Oversee the day-to-day operations of the contact center, ensuring smooth functioning, adherence to processes, and achievement of service level agreements.
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Develop and implement effective strategies to enhance operational efficiency and maximize productivity.
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Monitor key performance indicators (KPIs) such as call quality, customer satisfaction, response times, first call resolution, agent productivity and staffing efficiency to identify areas for improvement and drive performance.
Customer Experience Management:
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Ensure a consistently high level of customer service by setting and maintaining service standards, monitoring interactions, and addressing customer concerns and escalations.
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Develop and implement strategies to enhance customer and employee satisfaction, loyalty, and retention.
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Stay updated with industry trends and best practices in contact center management to implement innovative approaches and technologies.
Process Improvement and Technology:
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Continuously evaluate existing processes, workflows, and technologies to identify & execute step change improvements and optimization.
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Collaborate with cross-functional teams to implement process enhancements, automation, and self-service options to streamline operations and improve the experience for customers and employees.
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Stay up to date with emerging contact center technologies and tools to leverage their potential for enhancing efficiency and effectiveness.
Reporting and Analysis:
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Generate regular reports and analyze data to assess performance, identify trends, and make data-driven recommendations for improvement.
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Present performance metrics, insights, and recommendations to senior management to drive decision-making and support strategic initiatives.
Job-Specific Experience, Education & Skills
Required
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10 years of proven experience in contact center management, technology, operations, or related area.
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5 years of people leadership experience.
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Bachelor's degree in business administration, management, or a related field (preferred) or willingness to attain a Bachelor’s degree within six years of start date.
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Strong knowledge of contact center operations, processes, and technologies.
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Excellent interpersonal, communication, and leadership skills.
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Demonstrated ability to drive performance and achieve operational and cost targets.
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Analytical mindset with the ability to interpret data and make data-driven decisions.
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Customer-centric approach with a strong focus on delivering exceptional customer service.
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Proficiency in using contact center software, CRM systems, and reporting tools.
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Strong problem-solving skills and the ability to handle escalations effectively.
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Flexibility to work in a fast-paced, 24/7 contact center environment.
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High school diploma or equivalent.
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Minimum age of 18.
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Must be authorized to work in the U.S.
Job-Specific Leadership Expectations
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Embody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable.
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Bold, executive leader with the emotional confidence to try new approaches and take calculated risks based on a combination of data, experience, and instincts.
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Innovative, apolitical, resilient, fact-based, and creative solutions-focused mindset, with ability to thrive in a rapidly-changing, collaborative environment and to manage conflict.
Salary Range
$182,600 - $301,300 / year
Total Target Compensation Range (incl. bonus & equity)
$301,300 - $497,100
Salary Details
The pay range and total target compensation package listed above is the expected pay offered for this position at the start of employment. Your pay will be based on multiple factors, including and not limited to location, your relevant experience/level, experience level, and skillset while balancing internal equity relative to other Alaska/Horizon employees. Alaska/Horizon is committed to fair, unbiased compensation along with competitive benefits in all locations in which we operate.
Total Rewards
Alaska Airlines and Horizon Air pay and benefits can vary by company, location, number of regularly scheduled hours worked, length of employment, and employment status.
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Unlimited confirmed travel privileges on Alaska Airlines & Horizon Air
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Comprehensive well-being programs including medical, dental and vision benefits
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Generous 401k match program
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Quarterly and annual bonus plans
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Equity grants
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Generous holiday and paid time off
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Lounge membership
For more information about Alaska/Horizon Total Rewards please visit our career site and view benefits.
FLSA Status Exempt
Employment Type Full-Time
Regular/Temporary Regular
Requisition Type Executive
Apply by 7:00 PM Pacific Time on 6/9/2023
Location Seattle
Equal Employment Opportunity We are proud to be an Equal Employment Opportunity (EEO) and Affirmative Action (AA) employer that is committed to diversity, equity, and inclusion. We take affirmative action to ensure equal opportunity for all qualified applicants and employees and do not discriminate based upon race, color, religion, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disability status, genetic information (including family medical history), political views or activity, or other legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law. We may use your information to maintain the safety and security of Alaska Airlines and Horizon Air, its employees, and others as required or permitted by law. People of color, women, LGBTQIA+, immigrants, veterans, and persons with disabilities are encouraged to apply.
L: #LI-B
Job Locations USA-WA-Seattle
Requisition ID 2023-10775
Category Corporate & Operations
Workplace Type Onsite