Role Summary

The Director, Station Guest Services leads and drives a safe, reliable operation while maintaining the highest standards in guest services at Alaska Airlines (AS) and Hawaiian Airlines (HA). This role implements operational plans to ensure the station meets performance objectives and compliance guidelines. As a people leader, this role is responsible for promoting a culture of continuous improvement while liaising with other operational teams to ensure effective alignment and best practices across the station.

Key Duties

• Establish strategic operational goals and direction for a team of customer service agents and management employees.
• Proactively influence operational outcomes, set strategy, and develop and monitor action plans related to customer service expectations, operational performance metrics, and safety and compliance requirements.
• Set the strategy to drive the annual employee survey action plans to build trust and cultivate a positive work environment.
• Collaborate with Airport Policy and Procedures and AOCS Training and Development teams to ensure consistent training delivery and adherence to company policy while supporting the demands of a complex hub.
• Cultivate good working relationships with union representatives within the station and partner on addressing concerns, ensuring consistent adherence to the collective bargaining agreement associated with the employee in all facets.
• Facilitate varied experiences, succession planning, and career progression of management staff through the identification of career development opportunities, developmental assignments, and formal/informal training opportunities.
• 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.
• Partner with the Station Administration team to support the labor contract, including Problem Resolution Management (PRM) process, discipline, and first-step grievance issue resolution.
• Act as a liaison between operational and administrative workgroups within the Station to ensure operational, administrative, and employee engagement goals are continually tracked and achieved.

Job-Specific Experience, Education & Skills

Required

• A minimum of 8 years of experience in administration, human resources, operations, or a related field.
• A minimum of 5 years of leadership experience, with at least 2 of those years directly leading people.
• A bachelor's degree or an additional 2 years of relevant training experience in lieu of this degree.
• Excellent written/verbal communication and presentation skills.
• Detail-oriented and highly organized, with the ability to multi-task and work independently with limited guidance in a fast-paced environment.
• A demonstrated ability to lead with a high-performance culture mindset with a focus on practical solutions and efficiency with a predisposition towards managing outcomes versus explaining variances.
• A demonstrated ability to effectively collaborate at all levels of the organization.
• Must be a self-starter, willingly take the initiative, accept responsibility, and be comfortable with ambiguity.
• A proactive, enthusiastic, and creative demeanor and a willingness to try new approaches.
• Scheduling flexibility and the ability to work after normal business hours and on the weekends.
• High school diploma or equivalent.
• Minimum age of 18.
• Must be authorized to work in the U.S.

Preferred

• Demonstrated ability to quickly scope situations, develop an accurate understanding of risks, and develop plans responsive to those risks.
• Strong 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 key external business partners.

Job-Specific Leadership Expectations

• Embody our values to own safety, do the right thing, be caring and kind, and deliver performance.
• Active listener who values differing perspectives and fosters a safe environment.

Salary Range

$124,800 - $193,450 / year

Total Target Compensation Range (incl. bonus & equity)

$162,240.00 - $251,485.00

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

8/14/2026

FLSA Status

Exempt

Employment Type

Full-Time

Regular/Temporary

Regular

Requisition Type

Management

Location

Honolulu

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