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