Company Horizon Air

The Team

Guided by our purpose, core values, and leadership principles, we are creating an airline people love. Our managerial teams set the strategies and operational plans to ensure the success of our company. 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 Manager, Passenger Service is responsible for executing on the strategy for guest operations, safety, compliance, and performance and financial oversight for the passenger services department at Horizon Air. As a people leader, the role leads and establishes priorities for the team to ensure that employees meet or exceed Horizon objectives for safety and compliance and providing a superior level of customer service that creates a remarkable guest experience.

Key Duties

• Lead team of Managers on Duty (MOD) and Supervisors and establish the priorities on how to provide optimal daily operational performance including on-time performance, customer satisfaction, and staff productivity while promoting a solid culture of safety and compliance.
• Execute on strategy to keep the passenger service department properly staffed and compliant which includes reviewing and maintaining the budget, planning station staffing (short term and long term), recruiting, on-boarding, overseeing employee scheduling, training and recurrent qualifications, monitoring above wing internal assets and controls, reviewing audits performed by supervisors and performing monthly self-audits.
• Make decisions related to ensuring that our operation and processes are complaint with federal, state, airport authorities and our company policies. Responsible for the oversight of all Passenger Service agents (PSAs) while overseeing operational performance and the consistent achievement of customer service standards.
• Shape culture of the team through action, presence, and reinforcement of positive behaviors.
• Influence positive employee experiences through engagement and by ensuring thorough and fair processes are used when handling employee concerns.
• Develop people through effective performance management focusing on opportunities, continuous feedback & delegation.
• Provide input on the strategy for supporting station training, aircraft gating, supply and equipment needs, meeting financial objectives and maintaining key relationships with the Port of Seattle, Alaska Airlines, and other business partners including concourse facilities, etc.
• Cultivate and promote Horizon Air shared values with the station team and provide excellent customer service and partnership to other internal and external work groups.
• Focus on continuous improvement by seeking out feedback and suggestions, monitoring industry best practices, and developing and implementing process improvement tools and techniques.
• Represent Horizon Air in airport and community events with professionalism, integrity, ingenuity and care.

Job-Specific Experience, Education & Skills

Required

• 5 years of customer service or station operations experience.
• 2 years of leadership experience.
• Bachelor’s degree, or an additional two years of work 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 causes of issues and to resolve in a thorough manner.
• Detailed oriented and highly organized, with the ability to execute on multiple projects, priorities, and deadlines in a fast-paced environment where flexibility is key.
• Professional work ethic and demonstrated ability to partner with cross functional teams, while addressing people courageously, directly, and candidly.
• Proven ability to motivate and engage employees in order to encourage a team environment and cultivate a positive work environment.
• Proficiency with Microsoft Office applications (e.g., Word, Excel, PowerPoint, and Outlook).
• Demonstrate the ability to create and sustain a profitable budget.
• High school diploma or equivalent.
• Minimum age of 18.
• Must be authorized to work in the U.S.

Preferred

• Proven skills in passenger service, cargo handling, ground operations, personnel administration, and scheduling shift work.
• Knowledge of company policies & regulations, TSA, Customs and Federal Aviation Administration (FAA) policies and procedures.
• Proficiency with Sabre/Image.

Airport SIDA Badge Requirements

Important update for non-crew 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.

Job-Specific Leadership Expectations

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

Total Rewards

Alaska 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 & Horizon Air
• Comprehensive well-being programs including medical, dental and vision benefits
• Generous 401k match program
• Quarterly and annual bonus plans
• Generous holiday and paid time off

For more information about Alaska/Horizon Total Rewards please visit our career site and view benefits.

Apply by 7:00 PM Pacific Time on 12/20/2022

Employment Type Full-Time

FLSA Status Exempt

Regular/Temporary Regular

Requisition ID 2022-9570

I: Y - MG

Equal Employment Opportunity We are proud to be an Equal Employment Opportunity (EEO) and Affirmative Action (AA) employer that is committed to diversity, equity, and inclusion. We take affirmative action to ensure equal opportunity for all qualified applicants and employees and do not discriminate based upon race, color, religion, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disability status, genetic information (including family medical history), political views or activity, or other legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law. We may use your information to maintain the safety and security of Alaska Airlines and Horizon Air, its employees, and others as required or permitted by law. People of color, women, LGBTQIA+, immigrants, veterans, and persons with disabilities are encouraged to apply.