Managing Director, Guest Care
Company: Alaska Airlines
Location: Seattle
Posted on: April 8, 2021
|
|
Job Description:
Managing Director, Guest Care Seattle , Washington Apply Now The
Managing Director Guest Care upholds our brand equity of care,
leads a team of over 1,500 employees, sets the long-term strategy
and oversees the financial performance of contact center teams. As
a people leader, this role establishes strategic goals and
direction for a team of leaders to manage our contact center
operations with a focus on optimizing productivity and delivering
genuine, caring service. Additionally, this position plays a
critical role in improving the overall guest experience in close
collaboration with the SVP leader of the guest. Key Duties Upholds
our brand equity of care, sets the long-term strategy and oversees
the financial performance of contact center teams. Utilizes
quantitative data and qualitative feedback from our guests to
establish strategic goals and direction for team of leaders in
reservations, customer care, social care, and central baggage
services to optimize productivity and deliver best-in-class
customer experience. Oversees department and team performance,
workforce planning, quality assurance, contact center technology
and central baggage warehouse operations to aggressive productivity
and customer satisfaction outcomes. Leverages new ways to support
customers before, during and after their flight and drives the
deployment of new technology and support channels that improve
levels of productivity and customer satisfaction. Leads executive
reviews focusing on managing and improving the customer experience,
diving into operational and survey data around service quality,
customer-facing execution, product quality and digital experience.
Influences organizational priorities regarding guest concerns
having the greatest impact on our guests and the brand, and
provides strategic recommendations to enterprise leaders.
Identifies and deeply understands systemic customer issues/pain
points, identifies root causes, and drives resolution through other
functions. Partners with leadership in Operations, Marketing,
Inflight, Ecommerce, and IT on strategy and performance. Develops
people through effective performance management and ongoing
feedback, focusing on fostering strategic and systems thinking,
development of talent, and succession planning across teams and
functions. Influences company culture through action, presence, and
reinforcement of behaviors. Job-Specific Experience, Education &
Skills Required 10 years of experience in operations, contact
centers or guest care. 5 years of people leadership experience.---
Bachelor's degree with a focus in business or a related discipline,
or willingness to attain a Bachelor's degree within six years of
start date. Proven track record of understanding, managing and
improving customer experiences. Ability to understand and translate
volumes of customer data into actionable ideas and improvements.
Demonstrated cross-divisional team leader driving excellence;
develops, mentors and coaches others, and can create excitement
around a compelling vision in a collaborative, team-oriented
fashion. Outstanding verbal and written skills, with the ability to
present data and conclusions in an organized, concise manner at all
levels of the company. 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. Preferred Experience supporting business to
consumer products or services. Experience in a retail environment.
Master's or MBA degree. Job-Specific Leadership Expectations Embody
our values to own safety, do the right thing, be kind-hearted,
deliver performance, and be remarkable. Bold, executive leader with
the emotional confidence to try new approaches and take calculated
risks based on a combination of data, experience, and instincts.
Innovative, apolitical, resilient, fact-based, and creative
solutions-focused mindset, with ability to thrive in a
rapidly-changing, collaborative environment and to manage conflict.
Total Rewards Medical, dental and vision benefits 401k match
program Monthly incentive pay plan Annual incentive pay Equity
grants Generous paid time off Unlimited confirmed travel privileges
on Alaska Airlines & Horizon Air Apply by 7:00 PM Pacific Time on
4/12/2021
Employment Type Full-Time
FLSA Status Exempt
Regular/Temporary Regular
Requisition ID 2021-5241
Equal Employment Opportunity Horizon Air and Alaska Airlines are
equal opportunity employers. All qualified applicants will receive
consideration for employment without regard to race, color,
religion, sex, sexual orientation, gender identity, gender
expression, national origin, age, protected veteran or disabled
status, or genetic information.
We will consider for employment qualified applicants with arrest
and conviction records in accordance with applicable Federal,
State, and local laws.
We participate in E-Verify, a service of the Department of Homeland
Security (DHS) and Social Security Administration (SSA), where
required. Equal Employment Opportunity & Affirmative Action
We are proud to be an Equal Employment Opportunity and Affirmative
Action employer that is committed to inclusion and diversity. We
take affirmative action to ensure equal opportunity for all
applicants and employees without regard to race, color, religion,
sex, sexual orientation, gender identity, gender expression,
national origin, age, protected veteran or disabled status, genetic
information or other legally protected characteristics. We also
consider qualified applicants with criminal histories, consistent
with applicable federal, state, and local law. If you'd like to
view a copy of our affirmative action plans, please fill out an AAP
Inspection Request Form. Accessibility Accommodations
All candidates will receive consideration for employment without
regard to any characteristics protected by law. We are committed to
creating a diverse and inclusive workplace where everyone is
valued, treated with dignity and respect, and empowered to do their
best work. If you need accommodation for any part of the
application process because of a medical condition or disability,
please send an email to peopleresourceline@alaskaair.com to let us
know the nature of your request. Pay Transparency
We do not discriminate or retaliate against applicants or employees
who inquire about, disclose, or discuss their compensation or that
of other applicants or employees. Learn more about how we comply
with the OFCCP's Pay Transparency Nondiscrimination Provision .
During the performance of a city contract, we will provide equal
benefits to employees with spouses and employees with domestic
partners where required.
Keywords: Alaska Airlines, Seattle , Managing Director, Guest Care, Executive , Seattle, Washington
Click
here to apply!
|
Didn't find what you're looking for? Search again!
Other Executive JobsData Science Manager with Pharmaceutical Expertise Description: A career in our Analytics Technology practice, within Data and Analytics Technology services, will provide you with the opportunity to help organisations uncover enterprise insights and drive business (more...) Company: PwC Location: Seattle Posted on: 04/22/2021 Manager, Product Management - Hulu Ad Manager Description: Job Summary:DMED Ad Platforms is responsible for delivering global adverting technology solutions for Disney's Linear and Addressable channels, brands and streaming services. With unmatched scale, premium (more...) Company: Disney Media & Entertainment Distribution Location: Olalla Posted on: 04/22/2021 Manager, Genetic Counseling Description: Overview:Provides administrative and clinical practice leadership to and manages Genetic Counselors anticipated to eventually be 20-25 GCs throughout Seattle Children's. In collaboration with the Director (more...) Company: Seattle Childrens Hospital Location: Seattle Posted on: 04/22/2021 IT Hardware Asset Management Analyst Description: Description:Seeking a IT Hardware Asset Analysts for a 6 month contract with the opportunity for conversion if the candidate is the right fit. This will be ongoing sustainment and support. This will require (more...) Company: TEKsystems c/o Allegis Group Location: Seattle Posted on: 04/22/2021 Assistant Manager - *Top Dollar Earning Potential* Description: Are you currently working for a slow paced office/team Are you looking to move into management and have proven to be successful in your field We Company: Location: Seattle Posted on: 04/22/2021 Inventory Clerk- Extra Holiday Cash! Description: Great way to make some extra Holiday Cash br br Inventory Clerk- Retail br br Description: br A local leading retail organization is currently seeking experienced Inventory Clerks in (more...) Company: Location: Lynnwood Posted on: 04/22/2021 Clinical Data Management Specialist I Description: Overview:We are seeking a Clinical Data Management Specialist I to join Seattle Children's. This position will provide clinical data management support for Fibrosis Therapeutics Development Network clinical (more...) Company: Seattle Children's Hospital Location: Seattle Posted on: 04/22/2021 Credit Assistant start to $35000 - Description: Fantastic opportunity to utilize your AR/AP experience with this leading retailer/distributor. Take on the responsibility to support the credit dept. setting up new accounts, performing credit/ref checks, (more...) Company: Location: Seattle Posted on: 04/22/2021 Enterprise Software Product Manager Description: As the industry pioneer behind Content Performance Marketing, BrightEdge has thoroughly redefined the concept of search engine optimization SEO by developing an award-winning platform that precisely (more...) Company: BrightEdge Location: Seattle Posted on: 04/22/2021 Origination Manager Description: Origination ManagerSeattle, WADirect Hire 90-100kKelly is seeking an Origination Manager to work with our client, a nonprofit financial institution with over 85 years of success, on a direct hire basis. (more...) Company: Kelly Services Location: Seattle Posted on: 04/22/2021 |