Manager - Airport Operations Customer Service

4 weeks ago

Chicago, Illinois, United States United Airlines Full time

There's never been a more exciting time to join United Airlines. We're on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly and we can only do that with a truly diverse and inclusive workforce. And we're growing – in the years ahead, we'll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy and well-traveled. From employee-run "Business Resource Group" communities to world-class benefits like parental leave, 401k and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?

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.

The Manager of Customer Service is responsible for supervising all aspects of strategic and operational initiatives within the Customer Service Department at Hub locations. The manager is responsible to lead, align and develop, Assistant Managers, front line supervisors and front line employees. Responsible to implement station financial and operational plans and adjust as needed throughout the year to achieve corporate and local station goals. They must possess operational expertise and decision-making capability, financial, technology, logistics and management subject areas to support and build strategic objectives and direction. The manager must possess experience in goal advised leadership, analytical thinking, financial controls, budgeting, customer service and policy/procedures. Must have in depth knowledge of department work rules and positive relationship with the unions. They will collaborate with other departments including; Operations Control Center, Flight Ops, Inflight, Maintenance, in addition to government agencies, business partners and vendors.

Key Responsibilities:

**This is role will take place on a PM Operational Schedule**

  • Direction and development of Hub Assistant Manager and Frontline Supervisor team, as well as ability to engage frontline
  • Lead Customer Service Representative and Customer Service Employee population
  • Build and develop the quality and retention of the Hub Assistant Manager, Frontline Supervisors and Lead Customer Service Representative ranks
  • Business/Employee relationship development with the goal of crafting a positive employee culture
  • Oversight of all Customer Service functions: Ticket Counters, Gates, Baggage Service, Customer Care, Station Training; Operational planning and safe implementation of all above the wing operations
  • Strategically plan the long-term development of department operations
  • Improve operational performance, financial controls and safety
  • Collaborating with divisional department leadership and peers as well as Corporate Support Center resources
  • Working with business partners and vendors; Active role and support of divisional/company projects; Active Involvement in local airport community
  • Oversight and application of general department administration (answering internal and external inquiries, conduct investigations and hearings, Reasonable Accommodation Process, attendance and dependability for leadership team)

United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the "desired" qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes We are always looking for individuals who will bring something new to the table

Qualifications

What's needed to succeed (Minimum Qualifications):

  • High school diploma
  • 3-5 years operational experience
  • Experience with mentoring and developing leadership in a team of direct reports
  • Change Management experience
  • Ability to lead and sustain continuous improvement environment and initiatives
  • Excellent Communication skills (verbal and written, including presentations)
  • Reliable, punctual attendance is an essential function of the position

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

  • Bachelor degree in Business Administration or related field
  • 3+ years of people leadership experience
  • Shown project management experience
  • Extensive experience in leading employees and customer service operations
  • Proven experience in employee and customer advocacy
  • Experience handling HR related issues and conducting investigations/hearings in union setting
  • Experience in relationship building and negotiation with contract vendors, government agencies, such as Airport Authority and customer service support center
  • Proven leadership experience, emphasizing relationship building, creative problem solving and prioritizing multiple demands in a large departmental environment
  • Excellent employee and union relations as well as experience coordinating union contracts
  • Negotiation and partnership skills in regard to implementation of a CBA
  • Business Administration/Interpersonal Skill

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. 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 to request accommodation.

Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT

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