Director - Airport Operations Customer Service

United Airlines•Chicago, IL

7d•Onsite

About The Position

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 Primary Responsibility: Provide strategic leadership and operational oversight for all aspects of station performance and service delivery in the concourse environment for the above the wing operation. The Director will collaborate with the Managing Director of Customer Service to achieve budgeted financial objectives while building and maintaining an effective, engaged workforce of union, management, and administrative employees. Partner with union leadership to ensure fair administration of collective bargaining agreements and foster positive labor-management relations. Drive results through leadership, alignment, and motivation. This is an onsite role in Chicago at ORD.

Requirements

Bachelor’s degree required (or equivalent combination of education and relevant operational leadership experience).
Minimum 8+ experience in an airline operations environment.
3+ years of leadership experience
Direct experience managing union-represented employees and applying collective bargaining agreements.
Proven accountability for operational performance, including service metrics, staffing models, and budget management.
Experience leading safety programs and ensuring compliance with regulatory, corporate, and departmental policies.
Experience leading cross-functional coordination across airport operations, customer service, and support teams.
Demonstrated success in building high-performing teams through coaching, performance management, and talent development.
Strong decision-making capability in fast-paced, irregular operations environments.
Proven ability to implement continuous improvement initiatives that drive measurable results.
Strong knowledge of operational systems, logistics planning, and workforce management tools.
Excellent written, verbal, and interpersonal communication skills with the ability to influence at all levels.
Commitment to fostering a culture of safety, accountability, and service excellence.
Ability to support a 24/7 operation, including weekends, holidays, and required travel.

Nice To Haves

Bachelor’s degree
Minimum 8 years of managerial experience in an airport hub (above or below wing)
Six Sigma Green Belt Certification
Strong knowledge of hub operations including customer service, ramp operations, and business acumen

Responsibilities

Station Operational Performance:
Drive reliability metrics including TCI, STAR, MST, Contribution, and MBT
Oversee NPS metrics related to customer experience
Oversee the Customer experience and signature touchpoints and SOP’s followed in the Lobby, Gates and Baggage
Ensure training goals are met with quality training
Lead service recovery/IRROPS events
Station Safety and Security:
Achieve aircraft damage and lost-time injury (LTI) goals
Support PPBM and bag compliance initiatives
Oversee accident investigation and reporting
Participates in review boards (PRB, SRB, ARB)
Serve as liaison with government agencies including TSA, Airport Authority, CBP, Police, Fire, FBI, DPU, and FAM
Employee Activities:
Foster a courteous, caring, and respectful work environment
Implement training programs including mandatory, recurrent, and ad-hoc training
Drive employee engagement and enablement
Lead cohesive recognition programs
Support talent management and succession planning
Drive issue resolution processes across all areas of responsibility
Financial Performance:
Manage portion of combined budget ($50-60M)
Ensure cost control and achievement of expense and capital budgets
Manage manpower delivery against plan
Drive upsell performance to meet or exceed station goals