Guest Operations Specialist 2

The Team

Our airport teams work together to move guests and their belongings from curb to cabin, creating remarkable experiences along the way. Whether customer-facing or behind the scenes, we want to hear from you if you can be welcoming to people from all walks of life, think on your feet, and manage a flexible schedule. In return, you’ll receive a competitive total rewards package, professional development opportunities, and other benefits that are all designed to take you places.

Role Summary

The Guest Operations Specialist II is responsible for executing real-time, day-of-travel guest communication strategy and decision-making at Alaska Airlines in a 24/7 Network Operations environment. As a member of the Guest Operations team, this individual contributor role ensures guest communications are timely, accurate, brand-aligned, and responsive to evolving operational conditions, while serving as a coach and escalation resource for Guest Operations Specialists. 

Key Duties

• Lead and execute day-of-travel guest messaging strategy during live operations by drafting, approving, and aligning communications across SMS, email, app, and other guest-facing channels; ensure messaging is clear, consistent, timely, brand-aligned, and responsive to evolving operational conditions. 
• Make high-impact, time-sensitive decisions on communication timing, cadence, channel strategy, compensation or service recovery approach, and copy while balancing guest experience, operational constraints, regulatory requirements, and Alaska Airlines brand standards. 
• Gather and share decision-impacting information from cross-functional partners, including Dispatch, Crew Scheduling, AOCS, Social, CCO, Customer Advocacy, NOD, NOC, Customer Care, Social Care, Guest Communications leadership, and other stakeholders to support aligned execution. 
• Serve as the primary escalation point for complex, high-risk, or brand-impacting guest communication scenarios during irregular operations, major events, and other time-sensitive situations. 
• Partner with and support Guest Operations Specialists in daily execution by providing guidance on messaging decisions, priorities, tools, standards, tone, and guest-centric decision-making. 
• Follow established procedures, playbooks, and regulatory requirements, with additional research and judgment as needed, to determine appropriate guest communication responses and ensure alignment with DOT, EU261, and other applicable obligations. 
• Provide input on ways to improve team processes by identifying opportunities to increase the speed, clarity, consistency, and effectiveness of guest communications, templates, systems, and playbooks. 
• Contribute insights from live operations, post-event reviews, and operational learnings to support continuous improvement of systems, processes, and communication strategies. 

Job-Specific Experience, Education & Skills

Required  

• 2 years of experience in operations, communications, customer experience, or a related area. 
• Experience working in real-time or high-pressure decision-making environments. 
• Strong written communication skills with close attention to tone, clarity, accuracy, and brand alignment. 
• Ability to balance multiple priorities and make fast, informed decisions in ambiguous or evolving conditions. 
• Proven ability to collaborate and influence without formal authority. 
• Strong operational judgment, curiosity, and critical thinking. 
• High school diploma or equivalent. 
• Minimum age of 18. 
• Must be authorized to work in the U.S. 

Preferred 

• Airline, Network Operations Center, or irregular operations experience. 
• Experience with multi-channel guest or customer communications, including SMS, email, mobile app, or similar channels. 
• Bachelor’s degree in Communications, Journalism, English, or a related field. 
• Familiarity with Sabre, Airship, or similar operational and communication platforms.

Job-Specific Leadership Expectations

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

Starting Rate

USD $38.40/Hr.

Bonus

Pay Details

Pay differential of $2.25 an Hour. 

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
• 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

Non-Exempt

Regular/Temporary

Regular

Category

Corporate & Operations

Company (Set ID from Job Codes)

Alaska Airlines

Airport SIDA Badge Requirements

Important notification for employees working at an airport or maintenance hangar: Employees will be required to obtain a SIDA badge provided by the airport authority and maintain good standing in order to keep their SIDA badge. Review the SIDA Badge Requirements document for a comprehensive overview. If an employee does not qualify for a SIDA badge or has their SIDA badge pulled from them, the employee will be terminated.