Director Contact Center Operations and Technology

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

The Director, Call Center Operations & Technology oversees contact routing, contact center technology, workforce planning, operational performance and budgeting for all Alaska Airlines and Hawaiian Airlines contact center locations. This Director is responsible for delivering exceptional guest and agent service through efficient operations, innovative technology solutions, and high performing teams. The ideal candidate brings deep expertise in contact center management and technology with a strong focus on scalability, digital transformation, and guest satisfaction.

Key Duties

• Actively manages daily operations of Alaska Airlines’ contact centers to ensure tools/technology are working effectively and the operation is staffed appropriately based on real-time state of the airlines’ operations.
• Drives operational excellence through process and technology optimization, resource planning, and workforce management.
• Develops and executes the contact center technology vision and roadmap.
• Oversees deployment and integration of contact center tools/technology.
• Partners with IT, vendors, and internal stakeholders to sustain and modernize contact center platforms, tools, technology, and infrastructure.
• Champions a culture that continuously seeks opportunities to improve guest and agent experience along with operational efficiency
• Utilizes data and feedback to understand and articulate health of the operation, identify pain points and inefficiencies, and drive enhancements.
• Develops and executes comprehensive workforce management (WFM) strategies to ensure adequate staffing based on forecasted volume, seasonality, flight disruptions and unplanned events.
• Oversees capacity planning and forecasting models that balance efficiency, cost, and guest experience.
• Own the contact center routing technology solutions used for managing incoming volume.
• Evaluates, recommends and executes new programs and technology solutions, including negotiating cost-effective vendor contracts and applicable service level agreements (SLAs).
• Serves as the subject matter expert for maintaining and reporting on contact center metrics.
• Ensures contact center leadership is kept informed of operational status on a daily basis.
• Coordinates the development and implementation of operational and budget plans to ensure all workgroups meet or exceed their operational performance and financial objectives.
• Prepares written proposals and business cases to support recommendations.
• Stays abreast of industry advances and incorporates new technology, practices, and procedures to create best-in-class contact centers.
• 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 contact center and/or operational management experience.
• 5 years of leadership experience, with either: 2 of those years directly leading people, or 3 years of advanced functional subject matter expertise in contact center and/or operational management experience.
• Bachelor’s degree, or an additional 2 years of relevant training/experience in lieu of this degree.
• In-depth experience in contact center and/or operations, technology and workforce planning.
• Demonstrated project and change management skills and a thirst for applying research and best practices to existing business problems.
• Proven ability to influence change and initiate actions that have a strategic impact and develop high performing, cross-functional teams.
• Strong problem-solving skills and the ability to develop new ideas to improve safety, compliance, efficiency, and cost.
• Strong interpersonal skills, with the ability to create collaborative relationships that drive outcomes in the best interest of the company.
• High school diploma or equivalent.
• Minimum age of 18.
• Must be authorized to work in the U.S.

Job-Specific Leadership Expectations

• Embody our values to own safety, do the right thing, be caring and kind, and deliver performance.
• Create a culture where all employees feel safe and they belong. 

Starting Rate

Salary Range

$172,550 - $267,450 / year

Total Target Compensation Range (incl. bonus & equity)

$224,315 - $347,685

Bonus

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/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 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
• 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.

FLSA Status

Exempt

Regular/Temporary

Regular

Category

Corporate & Operations

Company (Set ID from Job Codes)

Alaska Airlines