Manager - Airport Operations Customer Service

United Airlines•Denver, CO

11h•$99,750 - $129,924

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 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

Requirements

High school diploma
3-5 years operational experience
Experience with mentoring and developing leadership in a team of direct reports
Change Management experience
Ability to lead and sustain continuous improvement environment and initiatives
Excellent Communication skills (verbal and written, including presentations)
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 degree in Business Administration or related field
3+ years of people leadership experience
Proven project management experience
Extensive experience in managing employees and customer service operations
Proven experience in employee and customer advocacy
Experience in relationship building and negotiation with contract vendors, government agencies, such as Airport Authority and customer service support center
Demonstrated leadership experience, emphasizing relationship building, creative problem solving, and prioritizing multiple demands in a large departmental environment
Excellent employee and union relations as well as experience administering union contracts
Negotiation and collaboration skills in regard to implementation of a CBA
Business Administration/Organizational Acumen

Responsibilities

Direction and development of Hub Assistant Manager and Frontline Supervisor 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, Frontline Supervisors, and Lead Customer Service Representative ranks
Management and frontline employee morale, motivation, interaction, and development
Business/Employee relationship development with the goal of creating a positive employee culture
Oversight of all Customer Service functions: Ticket Counters, Gates, Baggage Service, Customer Care, Station Training; Operational planning and safe implementation of all above the wing operations
Strategically plan the long-term development of department operations
Maximize operational performance, financial controls, and safety
Customer Satisfaction Net Promoter Score
Interfacing with divisional department leadership and peers as well as Corporate Support Center resources
Working with business partners and vendors
Active role and support of divisional/company projects
Active Involvement in local airport community
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)