Assistant Manager - Airport Operations Customer Service

United Airlines•Chicago, IL

3h•$88,259 - $107,873

About The Position

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. Job overview and responsibilities The Assistant Manager – AO Customer Service manages day-to-day operational oversight of Customer Service activities for the Hub station, including safety, performance, customer service, employee enablement, and development of a Core4 culture. In some cases, Assistant Managers serve as ‘product managers’ responsible for both Customer Service activities and personnel in specific operational areas. This role leads execution of operational plans supporting station and Company objectives through process management and continuous improvement. The Assistant Manager develops and maintains administrative practices that track service, safety, financial, and employee relations metrics, which may include assigned budget responsibility. Assistant Managers lead assigned projects through all four phases of project management: envision, design, build, and activate.

Requirements

Associate's degree or equivalent work experience
1+ years of operational experience
1+ years of management experience
1+ years of experience managing, coaching and developing management employees
Demonstrate unwavering commitment to supporting a 24/7/365 operation with the ability to remain calm, focused, and effective under pressure.
Demonstrate the ability to inspire and energize employees at all levels while showing genuine empathy toward both employees and customers.
Excellent written and verbal communication skills
Proficient in Microsoft Word, Excel, and PowerPoint
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

Nice To Haves

Bachelor's Degree or related field experience in an airline operational environment
3+ years of operational experience
Experience in leading unionized employees
Understanding of resource planning and labor finance
Understanding of business case development
Understanding of collective bargaining agreements

Responsibilities

Support the achievement of station operational objectives, goals, and metrics to drive overall station performance by being visible and engaged in the operation
Promote positive employee and labor relations through ongoing engagement and effective communication; support employee development initiatives to foster a collaborative and productive work environment.
Direction and development of Frontline Supervisor Team - Provide strategic direction and development to the Frontline Supervisor team and Lead Customer Service Representatives Build strong relationships with employees at all levels to enhance morale, motivation, and foster a positive employee culture
Manage daily station safety programs to achieve the highest level of compliance with safety and security standards and regulations, while optimizing safety performance against station goals.