Director Contact Center Experience & Innovation

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

At Alaska Airlines, we are committed to delivering seamless, world-class travel experiences for our guests and ensuring our frontline contact center agents are empowered to provide exceptional service. The Director of Contact Center Experience and Innovation is a senior leader responsible for enhancing guest interactions and driving innovation across our contact centers. They focus on improving guest and agent satisfaction and efficiency through strategic planning, process optimization, and technology implementation.

Key Duties

• Develop and implement a strategic vision for the contact centers, focusing on guest and agent experience, innovation, quality, and operational efficiency.
• Oversee comprehensive world class training program for new hires and tenured agents to develop skills, enhance service quality, and drive consistency.
• Implement AI-driven learning systems to deliver personalized, real-time coaching and knowledge reinforcement.
• Design and lead a Quality Assurance (QA) framework that ensures high service standards and compliance across all guest interactions.
• Partner with cross-functional teams to implement policies and procedures that balance compliance, efficiency, and service excellence.
• Monitor and analyze customer satisfaction (CSAT), Net Promoter Score (NPS), and agent engagement metrics to drive continuous improvement.
• Spearhead the adoption of AI, automation, and next-generation agent tools to improve efficiency and enhance the guest experience.
• Partner with eCommerce, IT, Guest Experience & Design, and Operations teams to implement process and technology solutions that enhance both guest and agent experiences.
• Analyze and optimize contact center workflows, processes, and policies to improve efficiency, reduce costs, and enhance the guest experience.
• Collaborate with internal and external stakeholders to ensure alignment on goals and objectives, and to drive the implementation of initiatives.
• Use data analytics to identify trends, patterns, and opportunities for improvement in the contact center, and to inform decision-making.
• Advocates for both guests and agents, ensuring policies, tools, and processes support a frictionless and rewarding experience.
• 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 experience in program or project management, technology/process innovation, and/or contact center operations
• 5 years of leadership experience, with at least 2 of those years directly leading people.
• Bachelor’s degree or an additional two years of relevant training/experience in lieu of this degree
• Strong understanding of training methodologies, QA frameworks, and customer experience best practices.
• Demonstrated ability to drive large-scale transformation projects and implement technology-driven solutions.
• Experience using data analytics and performance metrics to inform strategy and improve customer and agent experiences.
• Strong collaborative leadership skills, with the ability to influence change across multiple departments.
• Exceptional communication and stakeholder management abilities, with experience working with executives, frontline agents, and technology teams.
• Minimum age of 18.
• Must be authorized to work in the U.S.

Preferred

• Proven expertise in AI, automation, and workforce enablement tools within a contact center or customer service environment.

Job-Specific Leadership Expectations

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

Starting Rate

Salary Range

$167,050 - $258,950 / year

Total Target Compensation Range (incl. bonus & equity)

$217.165 - $336,635

Bonus

Salary Details

The pay range and total target compensation package listed abo