Airport Operations Customer Service Manager
2 weeks ago
At United Airlines, we are on an exciting journey to redefine the aviation industry. Our mission - Connecting People, Uniting the World - transcends mere transportation; it embodies our commitment to fostering opportunities in the communities we serve. With a workforce that reflects diversity and inclusion, we are poised for significant growth, aiming to hire thousands across various sectors of our airline. Our employees enjoy a comprehensive benefits package designed to enhance their well-being, including parental leave, 401k plans, and travel privileges.
As a key player in our Airport Operations team, you will ensure seamless operations at our global airport locations. The **Airport Operations Customer Service Manager** will oversee strategic and operational initiatives within the Customer Service Department at hub locations. This role involves leading and developing Assistant Managers, frontline supervisors, and frontline employees, while implementing financial and operational plans to meet corporate and local objectives.
Key Responsibilities:
- Direct and develop the Hub Assistant Manager and Frontline Supervisor teams, fostering engagement among frontline staff.
- Lead the Customer Service Representative and Customer Service Employee teams.
- Enhance the quality and retention of the Hub Assistant Manager and Frontline Supervisor ranks.
- Cultivate positive employee relations to promote a constructive workplace culture.
- Oversee all Customer Service functions, including Ticket Counters, Gates, Baggage Service, Customer Care, and Station Training; ensure safe operational planning and execution.
- Strategically plan for the long-term development of departmental operations.
- Drive improvements in operational performance, financial oversight, and safety protocols.
- Collaborate with divisional leadership and Corporate Support Center resources.
- Engage with business partners and vendors; actively participate in divisional and company projects.
- Manage general departmental administration, including inquiries, investigations, and attendance for the leadership team.
Qualifications:
Minimum Qualifications:
- High school diploma.
- 3-5 years of operational experience.
- Proven experience in mentoring and developing leadership within a team.
- Change Management experience.
- Ability to foster a continuous improvement environment.
- Excellent communication skills, both verbal and written.
- Reliable and punctual attendance is essential.
- Bachelor’s degree in Business Administration or a related field.
- 3+ years of leadership experience.
- Demonstrated project management experience.
- Extensive background in leading employees and customer service operations.
- Proven advocacy for employees and customers.
- Experience managing HR-related issues in a union environment.
- Strong relationship-building and negotiation skills with vendors and government agencies.
- Exceptional leadership skills, focusing on relationship building and problem-solving.
- Excellent relations with employees and unions, with experience in coordinating union contracts.
- Skills in negotiation and partnership regarding collective bargaining agreements.
- Background in Business Administration and interpersonal skills.
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