Role Summary

The Director, Baggage Operations Support sets the long-term strategy and oversees the financial performance of baggage operations support and passenger renumeration programs for Airport Operations & Customer Service (AOCS) at Alaska Airlines (AS), Hawaiian Airlines (HA), and Horizon Air (QX). As a people leader, this role establishes strategic goals and direction for a team of leaders and individual contributors to ensure industry-leading standards of baggage compliance and quality are maintained.

Key Duties

• Establish strategic goals, direction, and budget for the baggage operations support department, including Central Baggage Service (CBS) and baggage encoding teams, to ensure high standards of compliance are maintained across global network.
• Set the long-term strategy for passenger remuneration programs.
• Ensure accurate collection and reporting of Department of Transportation (DOT) baggage data.
• Oversees CBS vision, operational and warehouse management to ensure regulatory requirements are met, and operational/financial targets are achieved.
• Oversee third party passenger remuneration vendors to ensure systems and processes are working as designed, while analyzing the program and making enhancements and adjustments as needed.
• Partner with station leaders on meeting passenger remuneration budget numbers and launching new products.
• Influence station leaders and stakeholders to support mishandled baggage rate (MBR) goals.
• Develop people through effective performance management and ongoing feedback, focusing on fostering strategic and systems thinking, development of talent, and succession planning across teams and disciplines
• Shape the team through action, presence, and reinforcement of behaviors

Job-Specific Experience, Education & Skills

Required

• 8 years of operations management with experience and understanding of Alaska Air Group (AAG) baggage policies and performance, and/or experience in regulatory compliance.
• 5 years of leadership experience, with at least 2 of those years directly leading people.
• Bachelor's degree, or an additional two years of relevant training/experience in lieu of this degree.
• Ability to develop new ideas to improve safety, compliance and efficiency.
• Ability to present complex problems and situations to senior/executive leadership and to drive resolutions with limited guidance.
• Demonstrated ability to influence and drive change cross-divisionally for mutually beneficial strategic and operational impact.
• Strong communication (e.g., verbal, written, presentation) and interpersonal skills, with the ability to create collaborative relationships that drive outcomes in the best interest of the company, with others in the organization, and with key external business partners.
• Exceptional integrity, with impeccable ethics in safety and compliance.
• Innovative, apolitical, resilient, fact-based and creative solutions-focused mindset, with ability to thrive in a rapidly-changing, collaborative environment and to manage conflict.
• Demonstrated ability to quickly scope situations, develop an accurate understanding of risks, and develop plans responsive to those risks.
• High school diploma or equivalent.
• Minimum age of 18.
• Must be authorized to work in the U.S.

Job-Specific Leadership Expectations

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

Salary Range

$172,550 - $267,450 / year

Salary Details

The pay range and total target compensation package listed above is the expected pay offered for this position at the start of employment. Your pay will be based on multiple factors, including and not limited to location, your relevant experience/level, 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.

Total Rewards

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 with high priority status
• Select number of confirmed travel credits provided annually
• 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.

Airport SIDA Badge Requirements

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.

Apply by 7:00 PM Pacific Time on

7/18/2026

FLSA Status

Exempt

Employment Type

Full-Time

Regular/Temporary

Regular

Requisition Type

Management

Location

Seattle - Airport

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