CompanyAlaska AirlinesThe Team

Guided by our purpose, core values, and leadership principles, we are creating an airline people love. Our corporate teams set the strategies and operational plans to ensure the success of our company. Whether we use our expertise in accounting, human resources, finance, planning, legal, marketing, or any of our operational divisions, our shared passion for travel and our guests is what motivates us to achieve excellence each day. If you share our passion for creating an airline people love, we want to hear from you.

Role Summary

The Principal Guest Care Support Experience is the primary owner for designing and delivering a great guest experience when support is required by a contact center agent. These roles own the integration between Guest Care (contact centers) and all upstream organizations (e.g., eCommerce, ITs, Marketing, Sales) to build the best possible support experience for guests. This includes representing Guest Care for requirements gathering, risk analysis, integration with our operations and support plans, and management of overall contact volume and costs. As an individual contributor, this role exercises considerable latitude and initiative to develop short, medium, and long-term strategies, influences cross-divisional decision making, supports change efforts to increase adoption and Return on Investment (ROI) of Guest Care and enterprise projects, and support various levels of leadership in running day-to-day contact center operations for Alaska Airlines and Hawaiian Airlines.

Key Duties

• Define the long-term strategy for the development, implementation, and execution of Guest Care change management strategy and associated project plans.
• Lead engagement with Guest Care, technology, and business teams for root-cause issue elimination and contact avoidance to achieve multi-year enterprise goals to improve guest experience.
• Manage intake, scoping, planning, financial impact, deployment and post-launch monitoring for all product/features/changes against the Guest Care operation and support experience.
• Develop the strategy and requirements for how, if, and when products/features will be supported by the call center.
• Present recommendations and solutions to VP+ level leaders; including influencing and driving changes needed to optimize the guest experience and support plan.
• Own multiple lines of business, providing governance, recommendations and delivery of improvement initiatives for the end-to-end guest experience.
• Serve as the lead subject matter expert and primary point of contact forchange management, representing contact centers in enterprise level initiatives to provide insight into Guest Care division priorities, share knowledge of best-practices, and influence decision making to ensure operational requirements are represented.
• Partner with corporate communications to develop strategic communication plans for Guest Care and enterprise initiatives, equipping leaders with tools to effectively support their teams and embody the Leadership Principles.
• Build and use reporting infrastructure to determine drivers for contacts, root causes of issues and opportunities for improvement.
• Build and scale mechanisms to review-post launch impact to contacts and guest experience.
• Create and distribute leadership communications for awareness, alignment, prioritization and escalation.
• Network actively with operations, commercial leadership in day-to-day management of guest-impacting activities.
• Own the overall management and visibility to contact center volumes and guest experience flows.
• Lead and maintain a team environment that fosters an open exchange of ideas and information.
• Build strong and highly productive relationships with stakeholders.
• Operate with a high degree of autonomy and drives change through influence.

Job-Specific Experience, Education & Skills

Required

• 7 years experience in program management, change management, and/or customer experience strategy.
• Bachelor's degree in Business Administration, Management, Engineering or related, or an additional 2 years of experience in lieu of this degree.
• Strong interpersonal skills, with the ability to drive outcomes in the best interest of the company.
• Data-driven mindset and a proven history of continuous self-development.
• Ability to establish cross-functional, collaborative relationships with other teams and workgroups.
• 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

• 2+ years of relevant contact centers or customer support experience.
• 7+ years of Alaska, Hawaiian or Horizon Air operations experience, or related operational experience.
• Ability to lead and deliver projects on time and within budget.
• Detail oriented and highly organized, with the ability to multi-task in a fast-paced, dynamic environment.
• Influence a diverse team environment that fosters an open exchange of ideas and information.
• Knowledge of AAG System Regulations and FAA Policy and Procedures.

Job-Specific Leadership Expectations

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

Starting RateSalary Range$120,400 - $180,600 / yearBonusSalary 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
• Quarterly and 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.

Regulatory Information

Equal Employment Opportunity Policy Statement It is the policy of Alaska Airlines, Hawaiian Airlines and Horizon Air to comply with all applicable federal, state and local laws governing nondiscrimination in employment and to ensure equal opportunity in all terms, conditions, and benefits of employment or potential employment.

We also prohibit discrimination and harassment against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, veteran status, genetic information and other legally protected categories.

We have established an EEO Compliance Program under Section 503 of the Rehabilitation Act of 1973 ("Section 503") and the Vietnam Era Veteran's Readjustment Assistance Act of 1974 ("VEVRAA"). All applicants and employees are treated without regard to their race, color, religion, sex, national origin, disability or protected veteran status. In addition, we have established an audit and reporting system to allow for effective measurement of its equal employment opportunity activities.

To implement this policy, we will:

(1) Recruit, hire, train and promote qualified persons in all job titles, without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information and any other legally protected categories;

(2) Ensure that employment decisions are based only on valid job requirements; and

(3) Ensure that all personnel actions and employment activities such as compensation, benefits, promotions, layoffs, return from layoff, Alaska Airlines, Hawaiian Airlines and Horizon Air sponsored programs, and tuition assistance will be administered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information and other legally protected categories.

Employees and applicants for employment will not be subjected to harassment, intimidation, threats, coercion or discrimination because they have engaged or may engage in (1) filing a complaint, (2) opposing any act or practice made unlawful by, or exercising any other right protected by, any Federal, State or local law requiring equal opportunity, including Section 503 and the equal opportunity provisions of VEVRAA, or (3) assisting or participating in any investigation, compliance evaluation, hearing, or any other activity related to the administration of any Federal, State or local law requiring equal opportunity, including Section 503 and the equal opportunity provisions of VEVRAA.

Government Contractor & Department of Transportation (DOT) Regulations Alaska Airlines, Hawaiian Airlines & Horizon Air are regulated by the Department of Transportation (DOT - regulations, 49 CFR part 40) and all applicants are advised that post-offer and/or pre-employment drug testing will be conducted to determine the presence of marijuana, cocaine, opioids, phencyclidine (PCP) and amphetamines or a metabolite of these drugs prior to any offer or employment or transfer into a safety-sensitive position. Failure to submit to testing or positive indications of drug use will render the applicant ineligible for employment with Alaska Airlines/Hawaiian Airlines/Horizon Air and any employment offer will be withdrawn.

Apply by 7:00 PM Pacific Time on2/28/2026FLSA StatusExemptEmployment TypeFull-TimeRegular/TemporaryRegularRequisition TypeManagementLocationSeattle - McGee (Call Centers) L:#LI-BEmployment Type: FULL_TIME