Duty Manager Station Operations

Alaska Airlines • Angeles, TX

6d • $92,650 - $139,000

About The Position

This role is responsible for owning the operation during their shift and executing on strategy to ensure a superior level of customer service that will delight our guests at Alaska Airlines (AS) and Hawaiian Airlines (HA). As a people leader, the Duty Manager of Station Operations, leads and establishes priorities for the team to deliver a remarkable guest experience, and uphold the utmost safety standards.

Requirements

• 5 years of customer service or station experience, preferably with proven skills in passenger service, station operations, including cargo handling, ground operations, personnel administration, and administering bargaining unit employees.
• 2 years leadership experience.
• Bachelor’s degree, or an additional two years of relevant training/experience in lieu of this degree.
• Excellent communication skills (both written and verbal) to enhance both customer and employee satisfaction.
• Active listener who values diverse perspectives and fosters an inclusive environment.
• Strong interpersonal skills with the ability to drive outcomes in the best interest of the company.
• Ability to establish cross-functional collaborative relationships with other team members and workgroups.
• High school diploma or equivalent.
• Minimum age of 18.
• Must be authorized to work in the U.S.

Nice To Haves

• Knowledge of Alaska Airlines System Regulations and Federal Aviation Administrations (FAA) policies and procedures.
• Proficiency with Sabre/Image.
• Demonstrated proficiency with Microsoft Office applications (e.g. Word, Excel, PowerPoint, and Outlook).

Responsibilities

• Oversee all phases of station operations during designated shift, including ramp services if applicable.
• Make decisions related to all functions at the station, including customer service, ticketing, baggage handling, passenger security, ramp service activities, and reservations in a manner to ensure compliance with company service standards, policies, and all regulations of federal, state and local port authorities.
• Collaborate and influence across the teams and company with Maintenance, Flight Operations, Inflight, and System operations control (SOC) to determine acceptable passenger, baggage, and on-time performance impacts due to off-schedule operations.
• Lead a team of Customer Service Agents (CSA’s) and if applicable, Ramp Service Agents (RSA’s), and establish priorities of changes to station leadership to ensure quality service and operational goals are achieved while also meeting established productivity goals.
• Responsible for monitoring and measuring vendor productivity and provides oversight and immediate feedback on vendor performance.
• 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.
• Supervise labor contract administration.
• Cultivate and shape culture of team through action, presence, and reinforcement of behaviors.
• Embody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable.

Benefits

• 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
• Quarterly and annual bonus plans
• Generous holiday and paid time off

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees