Guest Experience Service Excellence Manager

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.

The Guest Experience Service Excellence Manager is responsible for improving the end-to-end guest experience across the day-of-travel journey (post-book through bag claim). This role identifies systematic breakdowns, driving fixes, and ensuring consistent execution across airport, onboard, and service touchpoints.  
 
Operating with a high degree of autonomy, this role leads complex, ambiguous problem spaces, particularly within irregular operations (IRROPs) guest experience, systemic guest experience inconsistencies, and touchpoint specific issues like bag drop or boarding, The Guest Experience Service Excellence Manager will work across teams to resolve problems quickly and sustainably and challenge the organization when the guest experience is not working and drives issues through to full resolution—regardless of organizational boundaries.  
 
This individual operates as an execution leader, taking defined problems and ensuring they are solved end-to-end with a strong bias for action, accountability, and measurable improvement in the guest experience.  

• Define and execute 12-month strategy to improve guest experience across the day-of-travel journey, ensuring fixes are implemented end-to-end.  
• Identify enterprise-wide patterns and inconsistencies using data, operational insights, and guest feedback; translate findings into scalable opportunities for improvement. 
• Develop and execute short-term actions and long-term roadmaps, partnering cross-functionally to address and eliminate recurring guest experience breakdowns.  
• Lead through influence across airports, inflight, operations, commercial, digital, and ITS teams to align on priorities and drive execution.   
• Analyze data and leverage operational tools (e.g., Sabre, CSA Mobile, RAIN) to diagnose guest issues, validate solutions, and inform decision-making.  
• Define success metrics and monitor performance to ensure improvements are sustained over time.  
• Lead validation efforts (e.g., mock flights, live operational testing) to ensure designed guest experiences are effectively executed in real-world operational environments; apply continuous improvement efforts as guest experience needs change and evolve.   
• Challenge teams and stakeholders when guest experience standards are not met, holding partners accountable to required changes.  
• Lead improvements to irregular operations (IRROPs) guest experience, ensuring consistent and effective execution during disruption.  
• Drive improvements to airport-specific guest experience issues, with particular focus on high-impact locations and moments. 

Required  

• 7 years of progressive experience in guest experience, customer service, hospitality, or program management.
• Bachelor’s degree, or an additional 2 years of experience in lieu of this degree.  
• Experience owning and resolving complex, cross-functional issues in operational environments.  
• Strong problem-solving and execution skills, with a proven ability to drive issues through to resolution.  
• Ability to influence and guide stakeholders without direct authority.  
• Ability to operate beyond formal reporting structures to achieve outcomes.  
• Ability to work independently with limited supervision.  
• Ability to quickly learn and utilize operational systems (e.g., Sabre, CSA Mobile, RAIN).  
• High school degree or equivalent.   
• Minimum age of 18.  
• Must be authorized to work in the U.S.  

Preferred 

• Airline, travel, hospitality, or service industry experience.  
• Experience improving guest or customer experience in operational environments.  
• Continuous improvement experience.  
• Experience supporting large-scale or enterprise initiatives.   

• Embody our values to own safety, do the right thing, be caring and kind, and deliver performance.
• Create a culture where all employees feel safe and they belong. 

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/Hawaiian/Horizon employees. Alaska/Hawaiian/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, Hawaiian 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, Hawaiian Airlines & Horizon Air
• Comprehensive well-being programs including medical, dental and vision benefits
• Generous 401k match program
• Annual bonus plans
• Generous holiday and paid time off
   

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

Equal Employment Opportunity Policy Statement
It is the policy of Alaska Airlines, Hawaiian Airlines and Horizon Air to comply with all applicable federal, state and local laws governing nondiscrimination in employment and to ensure equal opportunity in all terms, conditions, and benefits of employment or potential employment.

We also prohibit discrimination and harassment against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, veteran status, genetic information and other legally protected categories.

We have established an EEO Compliance Program under Section 503 of the Rehabilitation Act of 1973 (“Section 503”) and the Vietnam Era Veteran’s Readjustment Assistance Act of 1974 (“VEVRAA”).  All applicants and employees are treated without regard to their race, color, religion, sex, national origin, disability or protected veteran status. In addition, we have established an audit and reporting system to allow for effective measurement of its equal employment opportunity activities. 

To implement this policy, we will:

(1)          Recruit, hire, train and promote qualified persons in all job titles, without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information and any other legally protected categories;

(2)          Ensure that employment decisions are based only on valid job requirements; and

(3)          Ensure that all personnel actions and employment activities such as compensation, benefits, promotions, layoffs, return from layoff, Alaska Airlines, Hawaiian Airlines and Horizon Air sponsored programs, and tuition assistance will be administered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information and other legally protected categories.

Employees and applicants for employment will not be subjected to harassment, intimidation, threats, coercion or discrimination because they have engaged or may engage in (1) filing a complaint, (2) opposing any act or practice made unlawful by, or exercising any other right protected by, any Federal, State or local law requiring equal opportunity, including Section 503 and the equal opportunity provisions of VEVRAA, or (3) assisting or participating in any investigation, compliance evaluation, hearing, or any other activity related to the administration of any Federal, State or local law requiring equal opportunity, including Section 503 and the equal opportunity provisions  of VEVRAA.

Government Contractor & Department of Transportation (DOT) Regulations

Alaska Airlines, Hawaiian 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/Hawaiian Airlines/Horizon Air and any employment offer will be withdrawn.