Assistant Manager

2 weeks ago

Arlington Heights, 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?

Key Responsibilities:

United's Solutions & Recovery organization provides various types travel assistance for internal and external customers. Our goal is to be there for our customers, especially when things don't go as planned, and address any concerns in a timely, personalized, and meaningful way. The insights we get from customer feedback are so important and are used to improve our products and services.

The assistant manager of customer communications is responsible for day to day monitoring / moderating of a 24 / 7 customer response operation. The position coaches and develops team to achieve all performance goals including quality, tone of voice, response times, and productivity.

  • Provide leadership and guidance to team that supervises flights in real-time for delays, cancellations, operational impacts, ad-hoc requests, technology initiatives, and prepare immediate or proactive messaging as needed
  • Coach direct reports to prioritize operational excellence, recognition, provide training, and foster professional growth
  • Support a 24 / 7 operation with flexible working hours that may include nights, weekends, and event based on-call support
  • Recommends process improvements to enhance customer communication, policies, procedures and shares with key collaborators for consideration
  • Provides administrative support for the team for schedules, vacation, and other duties assigned

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):
  • Bachelor's degree or equivalent work experience in English, Communications, Professional Writing, or relevant work experience
  • 3+ years of communication, professional or creative writing experience
  • Outstanding written and verbal communication skills
  • Ability to engage, collaborate, influence, and motivate stakeholders
  • Critical thinker and problem solver, innovative mindset, detail oriented
  • Ability to interact professionally and maintain confidentiality
  • Ability to prioritize, adapt, and to work with all levels of a highly dynamic organization
  • Must be legally authorized to work in the United States for any employer without sponsorship
  • Reliable, punctual attendance is an essential function of the position
What will help you propel from the pack (Preferred Qualifications):
  • Master's degree or equivalent experience
  • Solid understanding of Solutions & Recovery
  • Airport Operations Experience

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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