Manager Station Operations Job at Alaska Air Group (Reno)

Job Description

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.

Job Responsibility

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 complaint 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 by ensuring thorough and fair processes are used when handling 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

Requirements

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 how to 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.

Nice to have

Variety 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

What we offer

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

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Manager Station Operations

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