Role Summary

This role is responsible for executing on the strategy for the Customer Service Agent (CSA) workgroup at Alaska Airlines (AS) and Hawaiian Airlines (HA). As a people leader, the Manager Guest Services directs all facets of station operations and station employees and establishes priorities of all customer service functions including ticketing, baggage handling, cargo operations (weight and balance), passenger security, and reservations in a manner to ensure compliance with company service standards.

Key Duties

• Leads team and establishes priorities of all customer service functions at the station, including ticketing, baggage handling, cargo operations (weight and balance), passenger security and reservations in a manner to ensure compliance with company service standards.
• Manages the work group to meet pre-established on-time goals and minimum accepted performance goals.
• Prepares necessary plans, budgets, and schedules.
• Oversees all station resources, such as facilities, equipment, and supplies.
• Develops people through effective performance management, ongoing feedback, focusing on delegation for stretch assignments, growing and developing the team, and time management.
• Supervises labor contract administration.
• Reviews schedule changes and provides input to the planning department.
• Implements customer service procedural or process changes.
• Measures and reports daily performance to the Director or other station leadership.
• Ensures compliance with company policies and all regulations of federal, state, and local airport authorities.
• Creates a supportive team environment where all employees feel safe.

Job-Specific Experience, Education & Skills

Required

• A minimum of 5 years of experience in guest services or customer service.
• A minimum of 2 years leadership experience.
• Bachelor's degree, or an additional two years of relevant training/experience in lieu of this degree.
• Budget management experience.
• Analytical, with strong decision-making skills, and the ability to problem-solve.
• Willingness and ability to instruct and train staff.
• Proven ability to motivate employees and improve and enhance group dynamics.
• Proven ability to use tact in communicating with others and able to constructively resolve problems.
• Strong communication (e.g., verbal, written, and listening) and presentation skills.
• Proficiency with Microsoft Office applications (e.g., Word, Excel, PowerPoint, and Outlook).
• Detail oriented and highly organized, with ability to multi-task and work independently with limited guidance in a fast-paced environment.
• High school diploma or equivalent.
• Minimum age of 18.
• Must be authorized to work in the U.S.

Preferred

• Experience in station operations, passenger service, cargo handling, or ground operations.
• Knowledge of scheduling shift work, administering bargaining unit employees, and budget controls.
• Experience managing large work groups.
• Knowledge of Alaska Airlines System Regulations, and Federal Aviation Administration (FAA) policies and procedures.

Job-Specific Leadership Expectations

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

Salary Range

$95,450 - $143,200 / year

Salary Details

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.

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
• 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

8/12/2026

FLSA Status

Exempt

Employment Type

Full-Time

Regular/Temporary

Regular

Requisition Type

Management

Location

Seattle - Airport

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