Jobs at Alaska Airlines & Horizon Air

Company Alaska Airlines

The 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

At Alaska Airlines, we are committed to delivering seamless, world-class travel experiences for our guests and ensuring our frontline contact center agents are empowered to provide exceptional service. The Director of Contact Center Experience and Innovation is a senior leader responsible for enhancing guest interactions and driving innovation across our contact centers. They focus on improving guest and agent satisfaction and efficiency through strategic planning, process optimization, and technology implementation.

Key Duties

• Develop and implement a strategic vision for the contact centers, focusing on guest and agent experience, innovation, quality, and operational efficiency.

• Oversee comprehensive world class training program for new hires and tenured agents to develop skills, enhance service quality, and drive consistency.

• Implement AI-driven learning systems to deliver personalized, real-time coaching and knowledge reinforcement.

• Design and lead a Quality Assurance (QA) framework that ensures high service standards and compliance across all guest interactions.

• Partner with cross-functional teams to implement policies and procedures that balance compliance, efficiency, and service excellence.

• Monitor and analyze customer satisfaction (CSAT), Net Promoter Score (NPS), and agent engagement metrics to drive continuous improvement.

• Spearhead the adoption of AI, automation, and next-generation agent tools to improve efficiency and enhance the guest experience.

• Partner with eCommerce, IT, Guest Experience & Design, and Operations teams to implement process and technology solutions that enhance both guest and agent experiences.

• Analyze and optimize contact center workflows, processes, and policies to improve efficiency, reduce costs, and enhance the guest experience.

• Collaborate with internal and external stakeholders to ensure alignment on goals and objectives, and to drive the implementation of initiatives.

• Use data analytics to identify trends, patterns, and opportunities for improvement in the contact center, and to inform decision-making.

• Advocates for both guests and agents, ensuring policies, tools, and processes support a frictionless and rewarding experience.

• 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 culture of the team through action, presence, and reinforcement of behaviors

Job-Specific Experience, Education & Skills

Required

• 8 years of experience in program or project management, technology/process innovation, and/or contact center operations

• 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

• Strong understanding of training methodologies, QA frameworks, and customer experience best practices.

• Demonstrated ability to drive large-scale transformation projects and implement technology-driven solutions.

• Experience using data analytics and performance metrics to inform strategy and improve customer and agent experiences.

• Strong collaborative leadership skills, with the ability to influence change across multiple departments.

• Exceptional communication and stakeholder management abilities, with experience working with executives, frontline agents, and technology teams.

• Minimum age of 18.

• Must be authorized to work in the U.S.

Preferred

• Proven expertise in AI, automation, and workforce enablement tools within a contact center or customer service environment.

Job-Specific Leadership Expectations

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

Salary Range

$167,050 - $258,950 / year

Total Target Compensation Range (incl. bonus & equity)

$217.165 - $336,635

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/Horizon employees. Alaska/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 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 & 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

• Quarterly and annual bonus plans

• Generous holiday and paid time off

For more information about Alaska/Horizon Total Rewards please visit our career site and view benefits.

FLSA Status Exempt
Employment Type Full-Time
Regular/Temporary Regular
Requisition Type Management
Apply by 7:00 PM Pacific Time on 5/31/2025
Location Seattle - Corporate HQ
Regulatory Information Equal Employment Opportunity Policy Statement It is the policy of Alaska 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 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 & 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/Horizon Air and any employment offer will be withdrawn.
A: Y - T1
L: #LI-B
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Job Locations USA-WA-SeaTac
Requisition ID 2025-14600
Category Corporate & Operations