Director - Ao Customer Service

Description

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.

Key Responsibilities:

Primary responsibility is to provide leadership oversight at the station for all aspects of operational performance and service delivery in the Concourse environment including operational activities both above and below the wing. Responsible for accomplishing budgeted financial objectives and maintaining an effective and involved workforce comprised of unionized, management & administrative employees. Collaborates with Union leadership to ensure fair and correct administration of collective bargaining agreements, and ongoing positive Union-Management relations. Delivers results through leadership, direction, alignment and motivation.

• Station Operational Performance:
• Drives Reliability metrics (OT:00, STAR, Int'l, MST, Contribution, MBTA)
• Responsible for United Track, UP, Customer Handling, Ramp Handling metrics
• Ensures PLB goal achievement.
• Oversees PRO Team process.
• Station Safety and Security:
• Ensures Aircraft Damage & LTI goal achievement.
• Supports PPBM / Bag compliance.
• Ensures station late weight compliance.
• Ensures Accident investigation & reporting.
• Participates in review boards (PRB, SRB and ARB)
• Serves as Government agency liaison (TSA, Airport Authority, CBP, Police, Fire, FBI, DPU, FAM)
• Employee Activities
• Ensures Courteous, Caring & Respectful work environment (ECI performance)
• Responsible for implementing training program: mandatory, recurrent and ad-hoc.
• Ensures Employee Engagement & Enablement
• Responsible for cohesive recognition program
• Supports talent management and succession planning.
• Maintains shared responsibility for Wellness Management
• Drives Issue Resolution Process in each area of responsibility
• Financial Performance
• Manages portion of combined budget of $50-60M
• Ensures Cost control: expense and capital budgets achievement.
• Manages manpower delivery against plan.
• Drives Upsell performance for the station to meet or exceed goal.
• This is an onsite role at Chicago’s ORD airport.

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 relevant work experience
• 7+ years management experience in an airport operational environment
• Demonstrated success in the management of a multi-department, multi-faceted business including operations, logistics, business systems, performance metrics, and budgets.
• Demonstrated success in the management of people.
• Demonstrated success in decision-making and goal -directed leadership.
• Proven ability in problem identification, analysis and action planning and knowledge of continuous improvement methods
• Solid familiarity with operational & corporate processes & procedures
• Experience managing Safety-related programs and regulatory requirements.
• Previous experience managing in a unionized workforce environment.
• Departmental Safety
• Regulatory and Policy compliance
• Departmental training
• Operational oversight for vendor fueling operations.
• Operational oversight for all deicing operations
• Operational oversight for special services areas (wheelchairs, UMNRs, etc.)
• Global Services and United Club support
• Responsible for operational performance metrics including the following elements of the Go Forward Plan:
• Fund the Future
• Costs – OT PME, Total PME’s, productivity, GOE, financial savings goal
• Revenue – UP, Upsell
• Make Reliability a Reality
• DOT – D:00, STAR, MBTA and A:14
• Safety – OSHA, LTI and Damages
• Clean, workable products
• Customer problem resolution
• Service Standard Evaluations
• Passenger loading bridge performance.
• Scanning performance
• Bags to claim area performance.
• Priority bag performance
• Working Together
• Employee courteousness
• Issue Resolution
• Employee recognition
• Training goals
• Demonstrated management skills.
• In-depth knowledge of operations, logistics, technology, and financial budgeting
• Excellent oral, written, and interpersonal skills
• Strong Operational Leadership
• Passion for service
• Performance driven.
• Excels at team leadership and coaching.
• Promotes a safe working environment.
• Responsible for a 24-hour, 7 day a week operation
• The position requires weekend work and travel.
• Must be legally authorized to work in the United States for any employer without sponsorship.
• Successful completion of interview required to meet job qualification.
• Reliable, punctual attendance is an essential function of the position.

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

• Master's degree or 6 years of relevant work experience
• Six Sigma Green Belt Certification
• Minimum of 2 years managerial experience working in an airport HUB (above and below the wing)
• Strong knowledge of Hub operations which includes Customer Service, ramp operations and business acumen.
• Project Management expertise

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 JobAccommodations@united.com to request accommodation.

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