Global Solutions Manager (Hybrid)

United Airlines • Arlington Heights, IL

8h • Hybrid

About The Position

United's ability to provide a seamless experience during all aspects of customer and or flight disruption is critical to our overall customer experience and the efficiency in which we operate. Due to the inherent complexity of customer and flight disruptions including IRROPS, no one area of the company is focused on the overall planning, measurement, and operational coordination of this operating environment. As a result, these events are processed as an exception as opposed to:
Work closely with other organizations to establish customer experience history for escalated incidents
Leadership updates and executive level communications to advise of incident handling and resolution
Proactively identifies opportunities to improve customer resolution
Provides SME and escalation support/guidance to other team members in Customer Solutions and Recovery as well as external contact center a core component of the operating environment. This role is responsible for the day-to-day operational management of the Global Customer Solutions team and the United Incident Report
This position will provide dedicated 24/7 customer outreach and support of frontline teams, including call centers, when issues are escalated
Individuals in this role will be responsible for researching and resolving high-profile customer complaints including those involving flight incidents, customers with disabilities (CRO), the Department of Transportation (DOT), and social media channels. Additionally, customer complaints that are more complex or follow an escalation pathway that pertain to United or alliance partner products and services are reviewed and resolved in a manner consistent with audit and regulatory mandates
Research and partners with stakeholders in multiple departments to ensure high-profile issues are sufficiently addressed and responded to ensures cases are properly documented, represented and addressed, including public statements, DOT follow-up, small claims court appearances on behalf of United
Root cause analysis conducted through a comprehensive investigation, with relevant recommendations provided to address identified failures
Workload Assignments:
Ensures cases are properly documented, represented, and case severity addressed
Guides Specialists on handling of cases and steps to resolution, coaches as required
Shares outcomes with Manager Executive Solutions if necessary
Coordination:
Research customer events and partners with stakeholders to ensure high-profile issues are addressed and response given in a timely manner
Customer Interaction:
Initiates customer outreach to provide timely and on the spot resolution to de-escalate customer issues
Works with other stakeholders and peers to provide actionable internal feedback from customer events and provide appropriate compensation
Manage Solutions and Recovery team’s library and learning material ensuring timely and relevant resources are available
Research and investigation:
Closure of escalations and logging of information
Ensures cases are properly documented, presented and addressed including public statements in coordination with social media/PR
Escalations:
Provides subject matter expertise, escalation support, communication and guidance to other employees within team as well as to other stakeholders

Requirements

• Bachelor’s degree or equivalent work experience
• 2+ years of experience in either Line Station or Hub related operations and leadership roles
• Knowledge of policy, procedures in airport operations as well as tools used daily to support agents, supervisors and managers
• Strong written and verbal communication skills
• Self-motivated and able to work independently, but also collaboratively in a team environment
• Demonstrated problem-solving, initiative, and superior decision-making skills
• Proficient in Microsoft Office Suite
• Knowledge of SHARES, AERO, SharePoint, Performance Management, and airport operations systems
• 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

• Business Management, Communications, Criminal Justice
• Contact Center, Customer Care, Refunds, Baggage, Airport, or Inflight experience preferred

Responsibilities

• Ensures cases are properly documented, represented, and case severity addressed
• Guides Specialists on handling of cases and steps to resolution, coaches as required
• Shares outcomes with Manager Executive Solutions if necessary
• Research customer events and partners with stakeholders to ensure high-profile issues are addressed and response given in a timely manner
• Initiates customer outreach to provide timely and on the spot resolution to de-escalate customer issues
• Works with other stakeholders and peers to provide actionable internal feedback from customer events and provide appropriate compensation
• Manage Solutions and Recovery team’s library and learning material ensuring timely and relevant resources are available
• Closure of escalations and logging of information
• Ensures cases are properly documented, presented and addressed including public statements in coordination with social media/PR
• Provides subject matter expertise, escalation support, communication and guidance to other employees within team as well as to other stakeholders

Benefits

• medical
• dental
• vision
• life
• accident & disability
• parental leave
• employee assistance program
• commuter
• paid holidays
• paid time off
• 401(k)
• flight privileges

What This Job Offers

• Job Type: Full-time
• Career Level: Manager