Principal Guest Care Support Experience

Alaska Airlines • SeaTac, WA

1d

About The Position

The Principal Guest Care Support Experience is the primary owner for designing and delivering a great guest experience when support is required by a contact center agent. These roles own the integration between Guest Care (contact centers) and all upstream organizations (e.g., eCommerce, ITs, Marketing, Sales) to build the best possible support experience for guests. This includes representing Guest Care for requirements gathering, risk analysis, integration with our operations and support plans, and management of overall contact volume and costs. As an individual contributor, this role exercises considerable latitude and initiative to develop short, medium, and long-term strategies, influences cross-divisional decision making, supports change efforts to increase adoption and Return on Investment (ROI) of Guest Care and enterprise projects, and support various levels of leadership in running day-to-day contact center operations for Alaska Airlines and Hawaiian Airlines.

Requirements

• 7 years experience in program management, change management, and/or customer experience strategy.
• Bachelor’s degree in Business Administration, Management, Engineering or related, or an additional 2 years of experience in lieu of this degree.
• Strong interpersonal skills, with the ability to drive outcomes in the best interest of the company.
• Data-driven mindset and a proven history of continuous self-development.
• Ability to establish cross-functional, collaborative relationships with other teams and workgroups.
• Proficiency with Microsoft Office applications (e.g., Word, Excel, PowerPoint, and Outlook).
• High school diploma or equivalent.
• Minimum age of 18.
• Must be authorized to work in the U.S.

Nice To Haves

• 2+ years of relevant contact centers or customer support experience.
• 7+ years of Alaska, Hawaiian or Horizon Air operations experience, or related operational experience.
• Ability to lead and deliver projects on time and within budget.
• Detail oriented and highly organized, with the ability to multi-task in a fast-paced, dynamic environment.
• Influence a diverse team environment that fosters an open exchange of ideas and information.
• Knowledge of AAG System Regulations and FAA Policy and Procedures.

Responsibilities

• Define the long-term strategy for the development, implementation, and execution of Guest Care change management strategy and associated project plans.
• Lead engagement with Guest Care, technology, and business teams for root-cause issue elimination and contact avoidance to achieve multi-year enterprise goals to improve guest experience.
• Manage intake, scoping, planning, financial impact, deployment and post-launch monitoring for all product/features/changes against the Guest Care operation and support experience.
• Develop the strategy and requirements for how, if, and when products/features will be supported by the call center.
• Present recommendations and solutions to VP+ level leaders; including influencing and driving changes needed to optimize the guest experience and support plan.
• Own multiple lines of business, providing governance, recommendations and delivery of improvement initiatives for the end-to-end guest experience.
• Serve as the lead subject matter expert and primary point of contact forchange management, representing contact centers in enterprise level initiatives to provide insight into Guest Care division priorities, share knowledge of best-practices, and influence decision making to ensure operational requirements are represented.
• Partner with corporate communications to develop strategic communication plans for Guest Care and enterprise initiatives, equipping leaders with tools to effectively support their teams and embody the Leadership Principles.
• Build and use reporting infrastructure to determine drivers for contacts, root causes of issues and opportunities for improvement.
• Build and scale mechanisms to review-post launch impact to contacts and guest experience.
• Create and distribute leadership communications for awareness, alignment, prioritization and escalation.
• Network actively with operations, commercial leadership in day-to-day management of guest-impacting activities.
• Own the overall management and visibility to contact center volumes and guest experience flows.
• Lead and maintain a team environment that fosters an open exchange of ideas and information.
• Build strong and highly productive relationships with stakeholders.
• Operate with a high degree of autonomy and drives change through influence.

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: Mid Level