Alaska Airlines Customer Service Manager II in Boston, Massachusetts

REPORTS TO

Director, Station Operations

ALASKA AIRLINES' STORY

Alaska Airlines is one of the most respected names in aviation and flies throughout its namesake state and the Lower 48, as well as to Hawaii, Canada, Mexico and Costa Rica. Our roots date to 1932 and are symbolized by the Alaska Native painted on the tails of our aircraft. Guided by what we call the "Alaska Spirit", we pride ourselves on providing a lifeline to remote communities while delivering renowned service to everyone we fly. This commitment has brought us national and international recognition. We've been honored with a variety of awards by readers of Travel + Leisure, Conde Nast Traveler, USA Today and others. Alaska, with Virgin America, is the premier airline for people on the West Coast, and together with its sister carrier Horizon Air, flies to more than 115 destinations. The two airlines are subsidiaries of Alaska Air Group Inc. (NYSE:ALK) with annual revenues exceeding $7 billion.

POSITION INFORMATION

Role Summary The Customer Service Manager is responsible for all facets of station operations and station employees. The Manager administers all customer service functions at the station and supervise ramp activities required for aircraft servicing.

Scope & Complexity

  • This leadership role manages all facets of station operations and station employees for Alaska Airlines (AS). This role negotiates and manages vendor contracts.

Key Duties

  • Manages all facets of station operations and station employees.

  • Negotiates and manages vendor contracts.

  • Administers 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.

  • Supervises ramp activities required for aircraft servicing, including loading and unloading of baggage, cargo, mail, and ramp handling to ensure company operation and safety objectives are met.

  • Prepares necessary plans, budgets and schedules.

  • Represents the company in the community through public relations activities.

  • Manages all station resources, such as facilities, equipment, and supplies.

  • Supervises, trains, and develops station staff.

  • Supervises labor contract administration.

  • Ensures compliance with company policies and all regulations of federal, state, and local airport authorities

  • Performs other duties as assigned.

Job-Specific Skills & Education Required

  • A minimum of 3 years of station experience with proven skills in passenger service, station operations, including cargo handling, ground operations, personnel administration, scheduling shift work, administering bargaining unit employees and budget controls.

  • A minimum of 2 years of supervisory experience.

  • Strong verbal and written communication skills, in addition to strong presentation skills

  • 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.

  • High school diploma or equivalent is required.

  • Minimum age of 18.

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

Preferred

  • Knowledge of Alaska Airlines System Regulations and Federal Aviation Administration (FAA) policies and procedures.

  • Proficiency with Sabre/Image.

  • Proficiency with Microsoft Office applications (e.g., Word, Excel, PowerPoint, and Outlook).

  • A Bachelor of Arts or a Bachelor of Science degree.

Job-Specific Leadership Expectations

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

The location for this position is in Boston, Massachusetts

OUR CULTURE - ALASKA AIRLINES

For eligible employees, our company offers a unique total rewards package that few companies can match, including insurance coverage for medical, dental and vision care, 401(k) retirement savings plans, monthly and annual incentive bonus plans, time off and a generous employee travel program. Our values reflect who we are at work and in our communities: Own Safety, Do the Right Thing, Be Kind-Hearted, Deliver Performance, and Be Remarkable. Alaska Airlines also fosters a diverse and inclusive culture and is an Equal Opportunity Employer.

OUR CULTURE - ALASKA AIRLINES

For eligible employees, our company offers a unique total rewards package that few companies can match, including insurance coverage for medical, dental and vision care, 401(k) retirement savings plans, monthly and annual incentive bonus plans, time off and a generous employee travel program. Our values reflect who we are at work and in our communities: Own Safety, Do the Right Thing, Be Kind-Hearted, Deliver Performance, and Be Remarkable. Alaska Airlines also fosters a diverse and inclusive culture and is an Equal Opportunity Employer.

POSTING INFORMATION

Please apply on or before: May 24, 2018

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Alaska Airlines and Horizon Air do not tolerate discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital status, disability, protected veteran status, genetic information, or any other basis protected by applicable law. Employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees or applicants are also protected by law.

Alaska Airlines y Horizon Air no toleran discriminacion o acoso en base a raza, color, credo, religion, origen nacional, estatus migratorio de residencia o ciudadania, edad, sexo, orientacion sexual, identidad de genero o expresion, estado civil, discapacidad, estado veterano protegido, informacion genetica o cualquier otra base protegida por la legislacion aplicable. Empleados o aspirantes que indaguen, discutan o revelen su compensacion o la remuneracion de otros empleados o aspirantes tambien estan protegidos por ley.

Job ID: 31900

Location: Boston, MA

Full/Part Time: Full-Time

Regular/Temporary: Regular