Guest Experience Service Excellence Manager

About Alaska Airlines: Alaska Airlines is a prominent American airline known for its commitment to delivering excellent service and creating memorable travel experiences for passengers. Established in 1932, Alaska Airlines has grown to become a leading carrier in the industry, connecting travelers across the United States and internationally. The company operates a diverse fleet, serving numerous destinations with a focus on safety, reliability, and guest satisfaction. Alaska Airlines places high value on its corporate culture, emphasizing core values such as safety, kindness, and operational excellence. The company is part of the Alaska Air Group, which also includes Hawaiian Airlines and Horizon Air, providing a broad network and comprehensive travel options for its guests. Alaska Airlines has earned a reputation for innovation, sustainability initiatives, and a deep commitment to the communities it serves.

About the Role - Guest Experience Service Excellence Manager: The Guest Experience Service Excellence Manager at Alaska Airlines is an influential leadership position dedicated to enhancing the day-of-travel guest journey from post-booking through bag claim. This role is integral in identifying systemic breakdowns in the guest experience and driving solutions to ensure a seamless and superior experience across all touchpoints, including airport services, onboard interactions, and customer service channels. Operating with a high degree of autonomy, this position involves leadership in complex and ambiguous environments, particularly during irregular operations (IRROPs), which can present unique challenges to maintaining consistent guest service standards.

The Service Excellence Manager will lead enterprise-wide efforts to detect and resolve guest experience inconsistencies. By leveraging data, operational insights, and guest feedback, the manager will craft and execute both short-term actions and long-term strategic roadmaps. Collaborating across multiple departments—such as airports, inflight services, commercial operations, digital teams, and information technology services—this role demands strong influence skills to align diverse teams and drive cohesive execution.

Key responsibilities include analyzing operational data using systems like Sabre, CSA Mobile, and RAIN to diagnose issues and validate solutions, establishing success metrics, and continuously monitoring performance to sustain improvements. The manager is also tasked with leading validation efforts through mock flights and live operational testing to ensure that enhanced guest experiences function effectively in real-world settings. Holding partners accountable when guest experience standards fall short and driving improvements especially during disruptions highlights the leadership nature of this role.

With a salary range of $122,800 to $184,200 per year, depending on factors like location, experience, and skillset, this full-time, exempt management role offers a competitive compensation package that aligns with internal equity across Alaska, Hawaiian, and Horizon airlines. Alaska Airlines is committed to fair and unbiased compensation alongside comprehensive benefits.

This job is ideal for a seasoned professional with at least 7 years of experience in guest experience, customer service, hospitality, or program management. The successful candidate will possess strong problem-solving and execution capabilities, the ability to influence stakeholders without direct authority, and skill in operating complex operational systems. A bachelor's degree or equivalent experience is required. Preference is given to individuals with airline, travel, or service industry backgrounds and those experienced in continuous improvement and large-scale initiative support.

Alaska Airlines fosters a culture where safety, employee inclusion, and caring are foundational. The Guest Experience Service Excellence Manager will embody these values and contribute to maintaining an environment where all employees feel safe and belong. This role offers an exciting opportunity to impact guest satisfaction meaningfully and drive operational excellence within a respected and dynamic airline company.