Duty Manager Station Operations

Our airport teams work together to move guests and their belongings from curb to cabin, creating remarkable experiences along the way. Whether customer-facing or behind the scenes, we want to hear from you if you can be welcoming to people from all walks of life, think on your feet, and manage a flexible schedule. In return, you’ll receive a competitive total rewards package, professional development opportunities, and other benefits that are all designed to take you places.

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 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.

• 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. 

Required

• 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.

Preferred

• 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).

Important notification for employees working at an airport or maintenance hangar: Employees will be required to obtain a SIDA badge provided by the airport authority and maintain good standing in order to keep their SIDA badge. Review the SIDA Badge Requirements document for a comprehensive overview. If an employee does not qualify for a SIDA badge or has their SIDA badge pulled from them, the employee will be terminated. 

Embody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable.

Pay will be based on multiple factors, including and not limited to location, relevant 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.

Note: We don’t typically hire at the top of the range.

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.

• Free stand-by travel privileges on Alaska 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
   

For more information about Alaska/Horizon Total Rewards please visit our career site and view benefits.

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.

Government Contractor & Department of Transportation (DOT) Regulations

Alaska Airlines & Horizon Air are regulated by the Department of Transportation (DOT – regulations, 49 CFR part 40) and all applicants are advised that post-offer and/or pre-employment drug testing will be conducted to determine the presence of marijuana, cocaine, opioids, phencyclidine (PCP) and amphetamines or a metabolite of these drugs prior to any offer or employment or transfer into a safety-sensitive position. Failure to submit to testing or positive indications of drug use will render the applicant ineligible for employment with Alaska Airlines/Horizon Air and any employment offer will be withdrawn.