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Description

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

• 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)

Qualifications

What’s needed to succeed (Minimum Qualifications):

• 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

What will help you propel from the pack (Preferred Qualifications):

• 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

Job Posting End Date: 11/6/2025

The base pay range for this role is $99,750.00 to $129,924.00.
The 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.

You 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.

United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact JobAccommodations@united.com to request accommodation.