Manager - Airport Operations Customer Service

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.

Airport Operations

The Airport Operations department keeps operations at our airports running smoothly through planning, organization and leadership.

Job overview and responsibilities

The Manager of Customer Service is responsible for overseeing 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 execute 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 disciplines to support and create strategic objectives and direction. The manager must possess experience in goal directed leadership, analytical thinking, financial controls, budgeting, Customer Service and policy/procedures. Must have in depth knowledge of department work rules and strong relationship with the unions. They will interface with other departments including; Operations Control Center, Flight Ops, Inflight, Maintenance, in addition to government agencies, business partners and vendors and must be able to team for station success. The manager’s organizational responsibilities also include:

• Oversight of all Customer Service functions: Ticket Counters, Gates, Baggage Service, Customer Care, Station Training

• Customer Satisfaction Net Promoter Score

• Direction and development of Hub Assistant Manager 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 and Lead Customer Service Representative ranks

• Maximize operational performance, financial controls, and safety

• Operational planning and safe implementation of all above the wing operations

• Strategically plan the long-term development of department operations

• Management and frontline employee morale, motivation, interaction, and development

• Business/Employee relationship development with the goal of creating a positive employee culture

• Interfacing with divisional department leadership and peers as well as Corporate Support Center resources

• Working with business partners and vendors

• 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)

• Active role and support of divisional/company projects

• Active Involvement in local airport community

The salary for this position is $104,000 - $140,800 dependent on job-related, non-discriminatory factors such as experience, education, and skills. This range is based on a full-time schedule.

Bonus Eligible: yes

At United, we offer a competitive compensation package, with benefits including medical, dental, vision, life, accident and disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) plan with employee and company contribution opportunities, and flight privileges.

Salary and benefits information is being included in this job posting in accordance with Colorado state law.

Job posting end date is 3-25-2024

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!

Minimum Qualifications:

• High School Diploma

• Excellent Communication skills

• Direction and development of Hub Manager team, as well as ability to engage frontline Team Leader and Customer Service Employee population

• Ability to lead and sustain continuous improvement environment and initiatives

• Leadership Development Skills

• Affect leadership quality and retention in the Hub Manager and Team Leader ranks

• 3-5 years Customer ServiceAirport Operations experience

• Change Management experience

• Successful candidate must be able to clear a criminal history check in order to obtain and retain credentials necessary for position

• Specific clearances include but are not limited to FAA / TSA / Airport Authority / US Customs

• 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

Preferred Qualifications:

• Bachelor’s degree in business administration or related field and 3-5 years management experience, with Airport Hub experience

• Excellent communication skills, written and presentation.

• Demonstrated leadership ability in large departmental environment

• Business acumen

• Strong Union Relations background

• Negotiation and collaboration skills regarding implementation of a CBA

• Business Administration/Organizational Acumen

• Extensive experience in managing station ticket counters, gates, baggage service, and all related Customer Service ATW operations

• Excellent employee and union relations as well as experience administering union contracts

• Experience in relationship building and negotiation with contract vendors, government agencies, such as Airport Authority, Headquarters support organizations, and other airlines leadership

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.