Duty Manager, Station Operations
About The Position
The Duty Manager, Station Operations owns the station operation during an assigned shift and executes strategy to deliver superior customer service for Alaska Airlines and Hawaiian Airlines. As a people leader, the manager sets team priorities to create a remarkable guest experience while maintaining the highest safety standards. The role oversees station operations, makes operational decisions, works across teams to manage the effects of off-schedule operations, and leads employees and vendors to achieve service, safety, and productivity goals. The position is based in San Diego. Employment is full-time and regular. Airport employees must obtain and maintain a SIDA badge in good standing. The role is classified as exempt.
Requirements
- Five years of customer service or station experience, preferably including passenger service, station operations, cargo handling, ground operations, personnel administration, and administration of bargaining-unit employees.
- Two years of leadership experience.
- Bachelor’s degree, or two additional years of relevant training or experience in lieu of the degree.
- High school diploma or equivalent.
- Excellent written and verbal communication skills.
- Strong interpersonal skills and the ability to drive outcomes in the company’s best interest.
- Ability to establish collaborative relationships across functions with team members and workgroups.
- At least 18 years of age.
- Must be authorized to work in the United States.
Nice To Haves
- Knowledge of Alaska Airlines System Regulations and Federal Aviation Administration (FAA) policies and procedures.
- Proficiency with Sabre/Image.
- Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
Responsibilities
- Oversee all phases of station operations during the designated shift, including ramp services when applicable.
- Make decisions across station functions—including customer service, ticketing, baggage handling, passenger security, ramp activities, and reservations—to maintain company service standards, policies, and applicable federal, state, and local port authority regulations.
- Collaborate with Maintenance, Flight Operations, Inflight, and System Operations Control (SOC) to determine acceptable passenger, baggage, and on-time performance impacts from off-schedule operations.
- Lead Customer Service Agents and, when applicable, Ramp Service Agents; set priorities and communicate changes to station leadership to achieve service, operational, and productivity goals.
- Monitor vendor productivity, oversee vendor performance, and provide immediate feedback.
- Develop employees through performance management and ongoing feedback, including delegation of stretch assignments, team development, performance review, and time management.
- Supervise labor contract administration.
- Shape team culture through actions, presence, and reinforcement of desired behaviors.
- Embody company values: own safety, do the right thing, be kind-hearted and caring, deliver performance, and be remarkable.
Benefits
- Free standby travel privileges on Alaska Airlines, Hawaiian Airlines, and Horizon Air.
- Medical, dental, and vision benefits.
- 401(k) match program.
- Annual bonus plans.
- Holiday pay and paid time off.
- Professional development opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
