Director Contact Center Ops & Technology

Company Alaska Airlines The Team Guided by our purpose, core values, and leadership principles, we are creating an airline people love. Our corporate teams set the strategies and operational plans to ensure the success of our company. Whether we use our expertise in accounting, human resources, finance, planning, legal, marketing, or any of our operational divisions, 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.

Summary 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 Director is responsible for delivering exceptional guest and agent service through efficient operations, innovative technology solutions, and high performing teams. The ideal candidate brings deep expertise in contact center management and technology with a strong focus on scalability, digital transformation, and guest satisfaction.

Actively manages daily operations of Alaska Airlines’ contact centers to ensure tools/technology are working effectively and the operation is staffed appropriately based on real-time state of the airlines’ operations. Drives operational excellence through process and technology optimization, resource planning, and workforce management. Develops and executes the contact center technology vision and roadmap. Oversees deployment and integration of contact center tools/technology. Partners with IT, vendors, and internal stakeholders to sustain and modernize contact center platforms, tools, technology, and infrastructure. Champions a culture that continuously seeks opportunities to improve guest and agent experience along with operational efficiency Utilizes data and feedback to understand and articulate health of the operation, identify pain points and inefficiencies, and drive enhancements. Develops and executes comprehensive workforce management (WFM) strategies to ensure adequate staffing based on forecasted volume, seasonality, flight disruptions and unplanned events. Oversees capacity planning and forecasting models that balance efficiency, cost, and guest experience. Own the contact center routing technology solutions used for managing incoming volume. Evaluates, recommends and executes new programs and technology solutions, including negotiating cost-effective vendor contracts and applicable service level agreements (SLAs). Serves as the subject matter expert for maintaining and reporting on contact center metrics. Ensures contact center leadership is kept informed of operational status on a daily basis. Coordinates the development and implementation of operational and budget plans to ensure all workgroups meet or exceed their operational performance and financial objectives. Prepares written proposals and business cases to support recommendations. Stays abreast of industry advances and incorporates new technology, practices, and procedures to create best-in-class contact centers. 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 culture of the team through action, presence, and reinforcement of behaviors. Job-Specific Experience, Education & Skills Required 8 years of contact center and/or operational management experience. 5 years of leadership experience, with either: 2 of those years directly leading people, or 3 years of advanced functional subject matter expertise in contact center and/or operational management experience. Bachelor’s degree, or an additional 2 years of relevant training/experience in lieu of this degree. In-depth experience in contact center and/or operations, technology and workforce planning.