Director Baggage Operations Support

About the role

The Director, Baggage Operations Support sets the long-term strategy and oversees the financial performance of baggage operations support and passenger renumeration programs for Airport Operations & Customer Service (AOCS) at Alaska Airlines (AS), Hawaiian Airlines (HA), and Horizon Air (QX).

Responsibilities

• Establish strategic goals, direction, and budget for the baggage operations support department, including Central Baggage Service (CBS) and baggage encoding teams, to ensure high standards of compliance are maintained across global network.
• Set the long-term strategy for passenger remuneration programs.
• Avoid inaccuracies in DOT baggage data collection and reporting.
• Oversee CBS vision, operational and warehouse management to ensure regulatory requirements are met, and operational/financial targets are achieved.
• Manage third-party passenger remuneration vendors to ensure systems and processes are working as designed, while analyzing the program and making enhancements and adjustments as needed.
• Partner with station leaders on meeting passenger remuneration budget numbers and launching new products.
• Influence station leaders and stakeholders to support mishandled baggage rate (MBR) goals.
• 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 the team through action, presence, and reinforcement of behaviors.

Requirements

• 8 years of operations management with experience and understanding of Alaska Air Group (AAG) baggage policies and performance, and/or experience in regulatory compliance.
• 5 years of leadership experience, with at least 2 of those years directly leading people.
• Bachelor's degree, or an additional two years of relevant training/experience in lieu of this degree.
• Ability to develop new ideas to improve safety, compliance and efficiency.
• Ability to present complex problems and situations to senior/executive leadership and to drive resolutions with limited guidance.
• Demonstrated ability to influence and drive change cross-divisionally for mutually beneficial strategic and operational impact.
• Strong communication (e.g., verbal, written, presentation) and interpersonal skills, with the ability to create collaborative relationships that drive outcomes in the best interest of the company, with others in the organization, and with key external business partners.
• Exceptional integrity, with impeccable ethics in safety and compliance.
• Innovative, apolitical, resilient, fact-based and creative solutions-focused mindset, with ability to thrive in a rapidly-changing, collaborative environment and to manage conflict.
• Demonstrated ability to quickly scope situations, develop an accurate understanding of risks, and develop plans responsive to those risks.
• High school diploma or equivalent.
• Minimum age of 18.
• Must be authorized to work in the U.S.

Skills

• Ability to develop new ideas to improve safety, compliance and efficiency.
• Ability to present complex problems and situations to senior/executive leadership and to drive resolutions with limited guidance.
• Demonstrated ability to influence and drive change cross-divisionally for mutually beneficial strategic and operational impact.
• Strong communication (e.g., verbal, written, presentation) and interpersonal skills, with the ability to create collaborative relationships that drive outcomes in the best interest of the company, with others in the organization, and with key external business partners.
• Exceptional integrity, with impeccable ethics in safety and compliance.
• Innovative, apolitical, resilient, fact-based and creative solutions-focused mindset, with ability to thrive in a rapidly-changing, collaborative environment and to manage conflict.
• Demonstrated ability to quickly scope situations, develop an accurate understanding of risks, and develop plans responsive to those risks.

Benefits

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

Pay

Salary Range: $172,550 - $267,450 / year
Total Target Compensation Range (incl. Bonus & Equity): $224,316.00 - $347,686.00
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.

Regulatory Information

Equal Employment Opportunity Policy Statement: It is the policy of Alaska Airlines, Hawaiian Airlines and Horizon Air to comply with all applicable federal, state and local laws governing nondiscrimination in employment and to ensure equal opportunity in all terms, conditions, and benefits of employment or potential employment. We also prohibit discrimination and harassment against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, veteran status, genetic information and other legally protected categories. We have established an EEO Compliance Program under Section 503 of the Rehabilitation Act of 1973 (“Section 503”) and the Vietnam Era Veteran’s Readjustment Assistance Act of 1974 (“VEVRAA”). All applicants and employees are treated without regard to their race, color, religion, sex, national origin, age, disability, veteran status, genetic information and any other legally protected categories.

Government Contractor & Department of Transportation (DOT) Regulations

All applicants are advised that post-offer and/or pre-employment drug testing will be conducted to determine the presence of marijuana, cocaine, opioids, phencyclidine (PCP) and amphetamines or a metabolite of these drugs prior to any offer or employment or transfer into a safety-sensitive position. Failure to submit to testing or positive indications of drug use will render the applicant ineligible for employment with Alaska Airlines/Hawaiian Airlines/Horizon Air and any employment offer will be withdrawn.

Apply

Apply by 7:00 PM Pacific Time on 7/17/2026