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 Supervisor Station Operations oversees the execution of timeline and regulatory compliance for international station operations at Haneda and Narita International Airport for Alaska Airlines (AS). As a people leader, the Supervisor Station Operations leads and establishes priorities for Customer Service Agents (CSAs) and Ramp Service Agents (RSAs) or Vendor employees based in station, if applicable. This role assists with customer relations to ensure international passenger service standards are maintained or exceeded, and maintains the utmost safety standards for all operational areas.
Key Duties:
- Supervise the execution of the timeline and regulatory compliance for international station operations at HND/NRT
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Investigate and report delays and irregular flight activity and propose solutions for how to avoid such delays in the future.
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Ensure tools and equipment are available and working for employees to perform job functions effectively and remove other obstacles facing work groups (i.e., follow-up with ICS, facilities and airport as needed).
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Supervise enplaning/deplaning activities, customer relations, passenger security, internal security, load planning, weight/balance, baggage handling procedures, servicing, and implement plans and schedules to ensure the availability of equipment.
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Supervise customer relations (e.g., passenger complaints, lost and found, special passenger arrangements) and ensure passenger service standards are maintained or exceeded.
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Supervise CSAs (e.g., counter, baggage, gates, departure coordinators, vendor oversight) and RSAs or vendor partnership, if applicable, in scheduling, training, attendance, discipline, contract administration, and performance.
- Develop CSAs and RSAs, if applicable, through effective performance management and ongoing feedback focusing on delegation, coaching, growing and developing the team for capacity and growth, managing performance of individuals in executing tasks, and time management.
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Influence culture of the station through action, presence, and reinforcement of behaviors.
- Interact with relevant regulatory bodies, including Japan Civil Aviation Bureau (JCAB, as required.
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Represent AS Airport Operations & Customer Service (AOCS) at various meetings with airport authorities, oneworld Alliance partners and other airlines.
Job-Specific Experience, Education & Skills:
Required
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Minimum 3 years of experience in operations, customer service, or related area.
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Bachelor’s degree, or an additional 2 years of relevant training/experience in lieu of this degree.
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Ability to lead, motivate, and successfully communicate with a diverse workgroup and with other internal departments and teams.
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Fluent in Japanese and English.
- Proven ability to effectively and tactfully communicate with others.
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Ability and willingness to work a flexible schedule (e.g., weekends, holidays, and non-standard shifts).
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Must be authorized to work in Japan and meet relevant airport security clearance requirements. Must meet the eligibility criteria for an Airside Pass, including a 5-year employment history check, criminal record screening, and right-to-work verification. Issuance of the pass is subject to approval by airport security and may include Counter-Terrorism Clearance depending on the role.
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Must be able to travel to the US without restrictions.
Preferred
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Strong understanding of transatlantic airport operations, compliance, TSA and GSC regulations and responsibilities and airline industry standards.
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Demonstrated experience in training and developing airport operations staff, including customer service agents (CSAs), ramp service agents (RSAs), and gate personnel.
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Ability to deliver operational training in compliance with Japan Civil Aviation Bureau (JCAB), Federal Aviation Administration (FAA) and Transportation Security Administration (TSA) regulations and airport safety standards.
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Experience in coaching and performance management, with a focus on team development, service excellence, and operational efficiency.
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Familiarity with Japanese airport systems, equipment, and procedures related to ticketing, baggage handling, gate operations, and passenger services.
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Experience as a supervisor or acting supervisor.
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Experience scheduling shift work and administering budget controls.
Job-Specific Leadership Expectations:
Embody our values to own safety, do the right thing, be caring and kind, and deliver performance.
Total Rewards:
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.
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Competitive compensation
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Comprehensive well-being programs
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Free stand-by travel privileges on Alaska Airlines, Hawaiian Airlines & Horizon Air
Regulatory Information:
Equal Employment Opportunity Policy Statement
It is the policy of Alaska Airlines, Hawaiian Airlines and Horizon Air to comply with all applicable federal, state and local laws governing nondiscrimination in employment and to ensure equal opportunity in all terms, conditions, and benefits of employment or potential employment.
We also prohibit discrimination and harassment against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, veteran status, genetic information and other legally protected categories.
We have established an EEO Compliance Program under Section 503 of the Rehabilitation Act of 1973 (“Section 503”) and the Vietnam Era Veteran’s Readjustment Assistance Act of 1974 (“VEVRAA”). All applicants and employees are treated without regard to their race, color, religion, sex, national origin, disability or protected veteran status. In addition, we have established an audit and reporting system to allow for effective measurement of its equal employment opportunity activities.
To implement this policy, we will:
(1) Recruit, hire, train and promote qualified persons in all job titles, without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information and any other legally protected categories;
(2) Ensure that employment decisions are based only on valid job requirements; and
(3) Ensure that all personnel actions and employment activities such as compensation, benefits, promotions, layoffs, return from layoff, Alaska Airlines, Hawaiian Airlines and Horizon Air sponsored programs, and tuition assistance will be administered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information and other legally protected categories.
Employees and applicants for employment will not be subjected to harassment, intimidation, threats, coercion or discrimination because they have engaged or may engage in (1) filing a complaint, (2) opposing any act or practice made unlawful by, or exercising any other right protected by, any Federal, State or local law requiring equal opportunity, including Section 503 and the equal opportunity provisions of VEVRAA, or (3) assisting or participating in any investigation, compliance evaluation, hearing, or any other activity related to the administration of any Federal, State or local law requiring equal opportunity, including Section 503 and the equal opportunity provisions of VEVRAA.
Location: Haneda A:: Y - T3 L:: #LI-B
