Description

Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network.

Come join us to create what's next. Let's define tomorrow, together.

Description

At United, we fly into airports around the entire world. And we need a whole team of people to keep things running in tip-top shape! From the exceptional service at the check-in counter to the departure gate, and even behind the scenes making sure your checked bags arrive with you, our Airport Operations team keeps operations at our airports running smoothly every single day.

Job overview and key responsibilities:

The Manager of Customer Service oversees strategic and operational initiatives within the Customer Service Department at Hub locations. This role leads, aligns, and develops Assistant Managers, front line supervisors, and front-line employees to deliver results. The Manager executes station financial and operational plans, adjusting throughout the year to achieve corporate and local station goals. Success requires operational expertise, decision-making capability, and proficiency in financial management, technology, logistics, and strategic planning. The Manager demonstrates goal-directed leadership, analytical thinking, financial controls, budgeting excellence, and deep knowledge of customer service policies and procedures. This position requires comprehensive understanding of department work rules and strong union relationships. The role collaborates cross-functionally with Operations Control Center, Flight Operations, Inflight, Maintenance, government agencies, business partners, and vendors to drive station success.

• Direction and Development of Hub Assistant Manager and Frontline Supervisor Team - Provide strategic direction and development to the Hub Assistant Manager and Frontline Supervisor team. Build strong relationships with employees at all levels to enhance morale, motivation, and foster a positive employee culture.

• Oversight of All Customer Service Functions - Provide strategic oversight of all Customer Service functions, including Lobby, Gates, Baggage Service, International Terminal, Service Recovery, Station Training, and Operational Planning. Ensure the safe and effective implementation of all above-the-wing operations.

• Strategically plan long-term operational development for the department; maximize performance by achieving TCI metrics, maintaining financial controls, ensuring safety compliance, and improving customer satisfaction as measured by Net Promoter Score.

• Collaborate with all department leaders, colleagues, and Corporate Support Center resources; partner with business stakeholders to mitigate and resolve issues; actively support department and company-wide projects; maintain active involvement in the local airport community.

• Oversee and manage general department administration, including responding to internal and external inquiries, conducting investigations and hearings, supporting the reasonable accommodation process (RAP), and monitoring attendance and dependability for the leadership team.

Qualifications

What's needed to succeed (Minimum Qualifications):

• Associate degree or equivalent experience
• 2+ years operational experience
• 2+ years management experience
• 2+ years leading, coaching, and developing management employees
• Demonstrate unwavering commitment to supporting a 24/7/365 operation with the ability to remain calm, focused, and effective under pressure
• Demonstrate the ability to inspire and energize employees at all levels while showing genuine empathy towards both employees and customers
• Demonstrate the ability to innovate, embrace a fail-fast mindset, and implement continuous operational improvements that enhance efficiency and effectiveness
• Demonstrate initiative and the ability to lead and execute effectively with minimal direction, taking ownership of outcomes and driving results independently
• Excellent written and communication skills
• Proficient in Microsoft Word, Excel, and Powerpoint
• Legally authorized to work in the U.S. without sponsorship
• Reliable attendance

What will help you propel from the pack (Preferred Qualifications):

• Bachelor's degree or higher
• 4+ years operational
• Experience leading unionized and large (500+) teams
• Understanding of resource planning and labor finance
• Understanding of business case development
• Understanding of collective bargaining agreements

The base pay range for this role is $102,220.00 to $133,194.00.
The base salary range/hourly rate listed is dependent on job-related, factors such as experience, education, and skills. This position is also eligible for bonus and/or long-term incentive compensation awards.

You may be eligible for the following competitive benefits: medical, dental, vision, life, accident & disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) and flight privileges.

United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact JobAccommodations@united.com to request accommodation.