Guest Operations Specialist II

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.

The Guest Operations Specialist II is responsible for executing real-time, day-of-travel guest communication strategy and decision-making at Alaska Airlines in a 24/7 Network Operations environment. As a member of the Guest Operations team, this individual contributor role ensures guest communications are timely, accurate, brand-aligned, and responsive to evolving operational conditions, while serving as a coach and escalation resource for Guest Operations Specialists.

• Lead and execute day-of-travel guest messaging strategy during live operations by drafting, approving, and aligning communications across SMS, email, app, and other guest-facing channels; ensure messaging is clear, consistent, timely, brand-aligned, and responsive to evolving operational conditions.
• Make high-impact, time-sensitive decisions on communication timing, cadence, channel strategy, compensation or service recovery approach, and copy while balancing guest experience, operational constraints, regulatory requirements, and Alaska Airlines brand standards.
• Gather and share decision-impacting information from cross-functional partners, including Dispatch, Crew Scheduling, AOCS, Social, CCO, Customer Advocacy, NOD, NOC, Customer Care, Social Care, Guest Communications leadership, and other stakeholders to support aligned execution.
• Serve as the primary escalation point for complex, high-risk, or brand-impacting guest communication scenarios during irregular operations, major events, and other time-sensitive situations.
• Partner with and support Guest Operations Specialists in daily execution by providing guidance on messaging decisions, priorities, tools, standards, tone, and guest-centric decision-making.
• Follow established procedures, playbooks, and regulatory requirements, with additional research and judgment as needed, to determine appropriate guest communication responses and ensure alignment with DOT, EU261, and other applicable obligations.
• Provide input on ways to improve team processes by identifying opportunities to increase the speed, clarity, consistency, and effectiveness of guest communications, templates, systems, and playbooks.
• Contribute insights from live operations, post-event reviews, and operational learnings to support continuous improvement of systems, processes, and communication strategies.

Required

• 2 years of experience in operations, communications, customer experience, or a related area.
• Experience working in real-time or high-pressure decision-making environments.
• Strong written communication skills with close attention to tone, clarity, accuracy, and brand alignment.
• Ability to balance multiple priorities and make fast, informed decisions in ambiguous or evolving conditions.
• Proven ability to collaborate and influence without formal authority.
• Strong operational judgment, curiosity, and critical thinking.
• High school diploma or equivalent.
• Minimum age of 18.
• Must be authorized to work in the U.S.

Preferred

• Airline, Network Operations Center, or irregular operations experience.
• Experience with multi-channel guest or customer communications, including SMS, email, mobile app, or similar channels.
• Bachelor’s degree in Communications,…