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.

Role Summary

The Policy & Procedure Specialist is responsible for developing solutions to policy and procedure problems for operational functions at Alaska Airlines (AS) and Horizon Air (QX). As an individual contributor, this role makes recommendations to improve the research, development, documentation, implementation, and interpretation of policies to support frontline agents, representatives, and leadership.

Key Duties

• With limited direction from the Manager Policy & Procedure, work independently to research, develop, document, and implement policies and procedures applicable to Passenger Service functions.

• Make recommendations on Passenger Service functions, including but not limited to, the complete sequence of steps involved in for registration of passengers and their baggage using technology and gate functions specific to boarding flights.

• Take initiative to develop solutions to training program requirements, editing training materials and approving training curriculum and instructional materials.

• Create, modify, maintain, and ensure the accuracy of all department manuals, publications, and documents, and proactively analyze the need for periodic refresher communication.

• Analyze the effectiveness of new and existing policies and procedures and make recommendations for change.

• Make recommendations on the selection of necessary training products.

• Influence cross-divisionally in the development of new technology (i.e. CSA mobile) and partner/build effective working relationships across divisions and organizational levels (e.g., directors, managers/supervisors, trainers, team coaches, frontline employees, etc.).

• Provide support to frontline Passenger Service agents, representatives, and leadership by interpreting policy, assisting with investigations, responding to inquiries, and making on-site visits.

• Apply deep knowledge in technical enhancements to provide input to frontline business systems.

• Facilitate divisional/cross-divisional teams through Safety Risk Assessments (SRA) in support of the Safety Management System (SMS) and implement policy and procedure changes driven by SMS.

Job-Specific Experience, Education & Skills

Required

• A minimum of 2 years of experience in software tools, policy & procedures programs, or equivalent airline operations experience.

• Bachelor’s degree, or an additional two years of relevant training/experience in lieu of degree.

• Comprehensive understanding of widebody aircraft operations, including the Airbus A330 and Boeing 787, encompassing all aspects of customer service from aircraft arrival to departure with a strong focus on operational efficiency and compliance with safety regulations.

• Proficiency with Microsoft Office applications (e.g., Outlook, Word, Excel, PowerPoint).

• Process and detail-oriented with the ability to:

  • Interpret, develop, and articulate efficient procedures for frontline functions.

  • Grasp complex issues and processes and evaluate for elements relevant to Passenger Service functions.

  • Communicate in a simple, clear, and concise manner.

  • Identify opportunities for process improvement.

  • Lead project teams.

• Willingness to challenge assumptions and question the validity of established policies and procedures.

• Excellent organizational skills, with the ability to manage a number of projects under limited supervision.

• Ability to understand the needs and attitudes of the guest to develop a change management plan.

• Ability and willingness to travel throughout the AS route system for approximately 10 of work hours.

• High school diploma or equivalent.

• Minimum age of 18.

• Must be authorized to work in the U.S.

Preferred

• Strong working knowledge of AS software tools.

• Thorough working knowledge of AS policies and procedures.

• Technical writing, training, job coaching, or supervisor experience.

• Knowledge of project management methodologies and processes.

Job-Specific Leadership Expectations

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

Salary Range

$67,725 --- $97,450 / 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/Horizon employees. Alaska/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 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 & Horizon Air

• Comprehensive well-being programs including medical, dental and vision benefits

• Generous 401k match program

• Quarterly and annual bonus plans

• Generous holiday and paid time off

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

FLSA Status Exempt
Employment Type Full-Time
Regular/Temporary Regular
Requisition Type Management
Apply by 7:00 PM Pacific Time on 12/30/2024
Location Seattle - Gold Coast Center (GCC)
Equal Employment Opportunity Equal Employment Opportunity We are proud to be an Equal Employment Opportunity (EEO) and Affirmative Action (AA) employer that is committed to diversity, equity, and inclusion. We take affirmative action to ensure equal opportunity for all qualified applicants and employees and do not discriminate based upon race, color, religion, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disability status, genetic information (including family medical history), political views or activity, or other legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law. We may use your information to maintain the safety and security of Alaska Airlines and Horizon Air, its employees, and others as required or permitted by law. People of color, women, LGBTQIA+, immigrants, veterans, and persons with disabilities are encouraged to apply.
Government Contractor & Department of Transportation (DOT) Regulations Alaska 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/Horizon Air and any employment offer will be withdrawn.
I: Y - ASMG
Z: Y - FL
L: LI-B
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Job Locations USA-WA-SeaTac
Requisition ID 2024-13538
Category Corporate & Operations