Director Contact Center Ops & Technology

About the role

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 role is responsible for delivering exceptional guest and agent service through efficient operations, innovative technology solutions, and high‑performing teams.

Responsibilities

• Actively manage daily operations of Alaska Airlines’ contact centers to ensure tools/technology are working effectively and the operation is staffed appropriately based on real‑time airline conditions.
• Drive operational excellence through process and technology optimization, resource planning, and workforce management.
• Develop and execute the contact‑center technology vision and roadmap.
• Oversee deployment and integration of contact‑center tools/technology.
• Partner with IT, vendors, and internal stakeholders to sustain and modernize contact‑center platforms, tools, technology, and infrastructure.
• Champion a culture that continuously seeks opportunities to improve guest and agent experience along with operational efficiency.
• Utilize data and feedback to understand and articulate health of the operation, identify pain points and inefficiencies, and drive enhancements.
• Develop and execute comprehensive workforce management (WFM) strategies to ensure adequate staffing based on forecasted volume, seasonality, flight disruptions and unplanned events.
• Oversee capacity planning and forecasting models that balance efficiency, cost, and guest experience.
• Own the contact‑center routing technology solutions used for managing incoming volume.
• Evaluate, recommend and execute new programs and technology solutions, including negotiating cost‑effective vendor contracts and service level agreements (SLAs).
• Serve as the subject‑matter expert for maintaining and reporting on contact‑center metrics.
• Ensure contact‑center leadership is kept informed of operational status on a daily basis.
• Coordinate the development and implementation of operational and budget plans to meet or exceed performance and financial objectives.
• Prepare written proposals and business cases to support recommendations.
• Stay abreast of industry advances and incorporate new technology, practices, and procedures to create best‑in‑class contact centers.
• Develop people through effective performance management, fostering strategic and systems thinking, talent development, and succession planning.
• Shape team culture through action, presence, and reinforcement of desired behaviors.

Requirements

• 8 years of contact‑center and/or operational management experience.
• 5 years of leadership experience, with either:
  • 2 years directly leading people, or
  • 3 years of advanced functional subject‑matter expertise in contact‑center and/or operational management.
• Bachelor’s degree, or an additional 2 years of relevant training/experience in lieu of the degree.
• In‑depth experience in contact‑center and/or operations, technology and workforce planning.
• Demonstrated project and change‑management skills with a focus on applying research and best practices.
• Proven ability to influence change, initiate strategic actions, and develop high‑performing, cross‑functional teams.
• Strong problem‑solving skills and ability to generate ideas to improve safety, compliance, efficiency, and cost.
• Strong interpersonal skills to create collaborative relationships that drive outcomes.
• High school diploma or equivalent.
• Minimum age of 18 and authorized to work in the U.S.

Leadership Expectations

• Embodiment of company values: own safety, do the right thing, be caring and kind, and deliver performance.
• Create a culture where all employees feel safe and belong.

Pay

Salary Range: $172,550 – $267,450 per year

Total Target Compensation (including bonus & equity): $224,315 – $347,685 per year

Benefits

• Free stand‑by travel privileges on Alaska Airlines, Hawaiian Airlines & Horizon Air with high‑priority status.
• Annual confirmed travel credits (number varies).
• Comprehensive well‑being programs including medical, dental, and vision benefits.
• Generous 401(k) match program.
• Annual bonus plans.
• Generous holiday and paid time off.