Mgr - AO Customer Service

United Airlines•Chicago, IL

13h•$102,220 - $133,194

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 key responsibilities: The Manager of Customer Service oversees strategic and operational initiatives within the Customer Service Department at Hub locations. This role leads, aligns, and develops Assistant Managers, front line supervisors, and front-line employees to deliver results. The Manager executes station financial and operational plans, adjusting throughout the year to achieve corporate and local station goals. Success requires operational expertise, decision-making capability, and proficiency in financial management, technology, logistics, and strategic planning. The Manager demonstrates goal-directed leadership, analytical thinking, financial controls, budgeting excellence, and deep knowledge of customer service policies and procedures. This position requires comprehensive understanding of department work rules and strong union relationships. The role collaborates cross-functionally with Operations Control Center, Flight Operations, Inflight, Maintenance, government agencies, business partners, and vendors to drive station success.

Requirements

Associate degree or equivalent experience
2+ years operational experience
2+ years management experience
2+ years leading, 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 towards both employees and customers
Demonstrate the ability to innovate, embrace a fail-fast mindset, and implement continuous operational improvements that enhance efficiency and effectiveness
Demonstrate initiative and the ability to lead and execute effectively with minimal direction, taking ownership of outcomes and driving results independently
Excellent written and communication skills
Proficient in Microsoft Word, Excel, and Powerpoint
Legally authorized to work in the U.S. without sponsorship
Reliable attendance

Nice To Haves

Bachelor's degree or higher
4+ years operational
Experience leading unionized and large (500+) teams
Understanding of resource planning and labor finance
Understanding of business case development
Understanding of collective bargaining agreements

Responsibilities

Direction and Development of Hub Assistant Manager and Frontline Supervisor Team – Provide strategic direction and development to the Hub Assistant Manager and Frontline Supervisor team. Build strong relationships with employees at all levels to enhance morale, motivation, and foster a positive employee culture.
Oversight of All Customer Service Functions – Provide strategic oversight of all Customer Service functions, including Lobby, Gates, Baggage Service, International Terminal, Service Recovery, Station Training, and Operational Planning. Ensure the safe and effective implementation of all above-the-wing operations.
Strategically plan long-term operational development for the department; maximize performance by achieving TCI metrics, maintaining financial controls, ensuring safety compliance, and improving customer satisfaction as measured by Net Promoter Score.
Collaborate with all department leaders, colleagues, and Corporate Support Center resources; partner with business stakeholders to mitigate and resolve issues; actively support department and company-wide projects; maintain active involvement in the local airport community.
Oversee and manage general department administration, including responding to internal and external inquiries, conducting investigations and hearings, supporting the reasonable accommodation process (RAP), and monitoring attendance and dependability for the leadership team.