Guest Experience Service Excellence Manager
Role Summary
The Guest Experience Service Excellence Manager is responsible for improving the end-to-end guest experience across the day-of-travel journey (post-book through bag claim). This role identifies systematic breakdowns, drives fixes, and ensures consistent execution across airport, onboard, and service touchpoints. Operating with a high degree of autonomy, this role leads complex, ambiguous problem spaces, particularly within irregular operations (IRROPs) guest experience, systemic guest experience inconsistencies, and touchpoint specific issues like bag drop or boarding.
Key Duties
Define and execute 12-month strategy to improve guest experience across the day-of-travel journey, ensuring fixes are implemented end-to-end.
Identify enterprise-wide patterns and inconsistencies using data, operational insights, and guest feedback; translate findings into scalable opportunities for improvement.
Develop and execute short-term actions and long-term roadmaps, partnering cross-functionally to address and eliminate recurring guest experience breakdowns.
Lead through influence across airports, inflight, operations, commercial, digital, and ITS teams to align on priorities and drive execution.
Analyze data and leverage operational tools (e.g., Sabre, CSA Mobile, RAIN) to diagnose guest issues, validate solutions, and inform decision-making.
Define success metrics and monitor performance to ensure improvements are sustained over time.
Lead validation efforts (e.g., mock flights, live operational testing) to ensure designed guest experiences are effectively executed in real-world operational environments; apply continuous improvement efforts as guest experience needs change and evolve.
Challenge teams and stakeholders when guest experience standards are not met, holding partners accountable to required changes.
Lead improvements to irregular operations (IRROPs) guest experience, ensuring consistent and effective execution during disruption.
Drive improvements to airport-specific guest experience issues, with particular focus on high-impact locations and moments.
Job-Specific Experience, Education & Skills Required
7 years of progressive experience in guest experience, customer service, hospitality, or program management.
Bachelor’s degree, or an additional 2 years of experience in lieu of this degree.
Experience owning and resolving complex, cross-functional issues in operational environments.
Strong problem-solving and execution skills, with a proven ability to drive issues through to resolution.
Ability to influence and guide stakeholders without direct authority.
Ability to operate beyond formal reporting structures to achieve outcomes.
Ability to work independently with limited supervision.
Ability to quickly learn and utilize operational systems (e.g., Sabre, CSA Mobile, RAIN).
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.
Pay and Benefits
Salary Range: $122,800 - $184,200 / year
Salary Details: Pay will be based on multiple factors, including and not limited to location, relevant experience/level and skillset while balancing internal equity relative to other Alaska/Hawaiian/Horizon employees.
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.
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 other legally protected categories. Employees and applicants for employment will not be subjected to harassment, intimidation, threats, coercion or discrimination because they have engaged or may engage in (1) filing a complaint, (2) opposing any act or practice made unlawful by, or exercising any other right protected by, any Federal, State or local law requiring equal opportunity, including Section 503 and the equal opportunity provisions of VEVRAA, or (3) assisting or participating in any investigation, compliance evaluation, hearing, or any other activity related to the administration of any Federal, State or local law requiring equal opportunity, including Section 503 and the equal opportunity provisions of VEVRAA.
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.