Job Description
Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network.
Come join us to create what’s next. Let’s define tomorrow, together.
Description
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.
Create what's next with us. Let's define tomorrow together.
Job overview and responsibilities The Manager of Customer Service is responsible for overseeing all aspects of customer service at Hub locations. The manager is responsible to lead, align and develop assistant managers, supervisors and front-line employees. Responsible to execute station financial and operational plans and adjust as needed throughout the year in order to achieve corporate and local station goals. The manager 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. The manager interfaces with other departments including Operations Control Center, Flight Ops, Ramp, Inflight, Maintenance, in addition to government agencies, business partners and vendors.
The manager’s organizational responsibilities also include:
- Ticket Counters
- Gates
- Baggage Services
- Customer Care
- Terminal A, B & C
- Unaccompanied Minors
- Department Administration
- Department Training
- Active Involvement in local airport community
- Maximize operational performance, financial controls and safety
- Operational planning and safe implementation of all above the wings operations
- Strategically plan the long-term development of department operations
- Business/Employee relationship development
- Interfacing with divisional department leadership and peers
- Management and frontline employee interaction and development
- Working with business partners and vendors
Qualifications
What’s needed to succeed (Minimum Qualifications) :
- High School Diploma
- 3-5 years operational experience
- Change Management experience
- Excellent Communication skills (verbal and written, including presentations)
- Direction and development of Hub Assistant 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 Assistant Manager and Team Leader ranks
- 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
What will help you propel from the pack (Preferred Qualifications) :
- Bachelor's degree in business administration or related field
- 3-5 years of people leadership experience, with Airport hub experience preferred
- 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
- Demonstrated leadership ability in large departmental environment
- Negotiation and collaboration skills in regard to implementation of a Collective Bargaining Agreement (CBA)
- Business Administration/Organizational Acumen
The base pay range for this role is $99,750.00 to $135,960.00.
The base salary range/hourly rate listed is dependent on job-related, non-discriminatory factors such as experience, education, and skills. This position is also eligible for bonus and/or long-term incentive compensation awards.
You may be eligible for the following competitive benefits: medical, dental, vision, life, accident & disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) and flight privileges.
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. Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT.
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.
Job Tags
Hourly pay, Holiday work, Contract work, Local area,