Manager Station Operations

The Team Our airport teams work together to move guests and their belongings from curb to cabin, creating remarkable experiences along the way. Whether customer-facing or behind the scenes, we want to hear from you if you can be welcoming to people from all walks of life, think on your feet, and manage a flexible schedule. In return, you'll receive a competitive total rewards package, professional development opportunities, and other benefits that are all designed to take you places. Role Summary The Manager Station Operations is responsible for executing the strategy of the customer service and ground service operation at their assigned station to ensure operational performance metrics & objectives are achieved. As a people leader, this role leads and establishes priorities for the team to deliver remarkable guest experiences while maintaining the utmost safety & compliance standards. Key Duties Lead station team with established operational objectives and priorities. Execute strategy to keep the station properly staffed and compliant which includes reviewing and maintaining the budget, planning station staffing (short term and long term), recruiting, hiring, providing input on employee scheduling, oversight on training and recurrent qualifications, monitoring internal assets and controls, and reviewing and performing audits. Make decisions to ensure our operation and processes are compliant with federal, state, airport authorities and our company policies. Responsible for the oversight of all agents while overseeing operational performance (ground, customer, and ramp services, ticketing, cargo, passenger safety, baggage handling, and timeline performance) and the consistent achievement of customer service standards. Provide input on the strategy for supporting station training, aircraft gating, facility, supply and equipment needs, meeting financial objectives, and maintaining key relationships with the Port, Alaska Airlines, and other business partners. Shape the culture of the team through action, presence, and reinforcement of behaviors. Influence positive employee relations through engagement and ensuring thorough and fair processes are used when addressing employee concerns. Develop people through effective performance management by focusing on opportunities, continuous feedback, and delegation. Cultivate and promote Alaska Air Group's Shared Values with the station team and provide excellent customer service and partnership to other internal and external work groups. Encourage continuous improvement by seeking feedback and suggestions, monitoring industry best practices, and developing and implementing process improvement tools and techniques. Represent Horizon Air at airport and community events with professionalism, integrity, ingenuity and caring. Job-Specific Experience, Education & Skills Required 5 years of customer service or station operations experience. 2 years of leadership experience. Bachelor's degree, or an additional two years of relevant training/experience in lieu of this degree. Strong interpersonal and communication (e.g., verbal, written, presentation) skills, with the ability to provide insights, recommendations and create collaborative relationships to solve complex challenges that drive outcomes in the best interest of the company. Excellent problem-solving skills, with the ability to understand the root cause of issues and resolve them in a thorough manner. Detail oriented and highly organized, with the ability to execute multiple projects, priorities, and deadlines in a fast-paced environment where flexibility is key. Professional work ethic and demonstrated ability to work with all work groups while addressing people courageously, directly, and candidly. 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 A wide range of experience in passenger service, station operations, cargo handling and ground operations. Experience working within a bidding system and/or scheduling shift work. Knowledge of company 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 $81,100 -- $121,650 / year