Guest Experience Service Excellence Manager

Guest Experience Service Excellence Manager

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, driving fixes, and ensuring 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, The Guest Experience Service Excellence Manager will work across teams to resolve problems quickly and sustainably and challenge the organization when the guest experience is not working and drives issues through to full resolution—regardless of organizational boundaries.

This individual operates as an execution leader, taking defined problems and ensuring they are solved end-to-end with a strong bias for action, accountability, and measurable improvement in the guest experience.

• 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.

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).
• High school degree or equivalent.
• Minimum age of 18.
• Must be authorized to work in the U.S.

Preferred

• Airline, travel, hospitality, or service industry experience.
• Experience improving guest or customer experience in operational environments.
• Continuous improvement experience.
• Experience supporting large-scale or enterprise initiatives.

• 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.

$122,800 - $184,200 / year

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 &…