About this opportunity
United Airlines lists this Manager - Airport Operations Customer Service opportunity in san francisco, California. Review the employer’s description below for duties, qualifications and application requirements.
Job description
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.
nCome join us to create what’s next. Let’s define tomorrow, together.
nDescription
nAt 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.
nThe 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.
nnnDirection 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
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nnOversight 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
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nnStrategically plan the long-term development of department operations; Maximize operational performance, financial controls, and safety; Customer Satisfaction Net Promoter Score
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nnInterfacing 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
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nnOversight and application of general department administration (answering internal and external inquiries, conduct investigations and hearings, Reasonable Accommodation Process, attendance and dependability for leadership team)
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n nQualifications
nWhat’s needed to succeed (Minimum Qualifications):
nnnAbility to lead and sustain continuous improvement environment and initiatives
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nnExcellent Communication skills (verbal and written, including presentations)
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nnHigh school diploma
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nn3-5 years operational experience
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nnExperience with mentoring and developing leadership in a team of direct reports
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nnChange Management experience
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nnMust be legally authorized to work in the United States for any employer without sponsorship
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nnSuccessful completion of interview required to meet job qualification
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nnReliable, punctual attendance is an essential function of the position
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nnUnited will consider applicants with criminal histories consistent with the Fair Chance Ordinance
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n nWhat will help you propel from the pack (Preferred Qualifications):
nnnExcellent employee and union relations as well as experience administering union contracts
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nnNegotiation and collaboration skills in regard to implementation of a CBA
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nnBusiness Administration/Organizational Acumen
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nnBachelor degree in Business Administration or related field
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nn3+ years of people leadership experience
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nnProven project management experience
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nnExtensive experience in managing employees and customer service operations
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nnProven experience in employee and customer advocacy
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nnExperience in relationship building and negotiation with contract vendors, government agencies, such as Airport Authority and customer service support center
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nnDemonstrated leadership experience, emphasizing relationship building, creative problem solving, and prioritizing multiple demands in a large departmental environment
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nnDemonstrates an understanding of the capabilities and limitations of generative AI tools and effectively leverages them for research, analysis, content creation, and problem-solving. Applies critical thinking to validate AI-generated outputs while adhering to company policies related to responsible AI use, data privacy, and security.
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n nThe base pay range for this role is $102,220.00 to $133,194.00.
nThe base salary range/hourly rate listed is dependent on job-related, factors such as experience, education, and skills. This position is also eligible for bonus and/or long-term incentive compensation awards.
nYou may be eligible for the following competitive benefits: medical, dental, vision, life, accident & disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) and flight privileges.
nUnited Airlines is an Equal Opportunity Employer. We recruit, employ, train, compensate, and promote without regard to race, color, religion, national origin, gender identity, sexual orientation, disability, age, veteran status, or any other protected category under applicable law. We provide reasonable accommodations for applicants and employees with disabilities. To request an accommodation, contact
Worksite address
san francisco, CA, 94199, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.