Manager Passenger Service

Company : Horizon Air 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.

All potential candidates should read through the following details of this job with care before making an application.

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

Preferred

Job-Specific Leadership Expectations :

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

Salary Range : $78,750 $118,150 / 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. Alaska / Hawaiian / Horizon is committed to fair, unbiased compensation along with competitive benefits in all locations in which we operate.

Note : We don’t typically hire at the top of the range.

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.

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

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 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.

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, disability or protected veteran status. In addition, we have established an audit and reporting system to allow for effective measurement of its equal employment opportunity activities.

To implement this policy, we will :

(2) Ensure that employment decisions are based only on valid job requirements; and

(3) Ensure that all personnel actions and employment activities such as compensation, benefits, promotions, layoffs, return from layoff, Alaska Airlines, Hawaiian Airlines and Horizon Air sponsored programs, and tuition assistance will be administered without regard to 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

Alaska Airlines, Hawaiian Airlines & Horizon Air are regulated by the Department of Transportation (DOT – regulations, 49 CFR part 40) and 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.

FLSA Status : Exempt Employment Type : Full-Time Regular / Temporary : Regular Requisition Type : Management Location : Seattle, WA - Airport Featured Job : 0 A : : Y - T1 L : : #LI-B