Manager – Global Customer Solutions

Description

There’s never been a more exciting time to join United Airlines. We’re on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly and we can only do that with a truly diverse and inclusive workforce. And we’re growing – in the years ahead, we’ll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy and well-traveled. From employee-run “Business Resource Group” communities to world-class benefits like parental leave, 401k and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?

Customer Solutions and Recovery

The Customer Solutions and Recovery group is responsible for making sure that when a customer’s journey doesn’t go right, employees are given the in-the-moment tools, guideless and processes to help meet the challenge and make the situation right for the customer and United.

Key Responsibilities

The primary responsibility of this position is to manage the customer de-escalation work stream. This role requires schedule flexibility which may result in working non-standard hours for a 24 / 7 operation within our network operations center. This includes managing high visibility escalated customer concerns that require in the moment coordination with adjacent operational teams to maintain the integrity of the United Brand. Interact and gather information from frontline, Social Media, Contact Centers to classify severity of incident and methods to resolve/de-escalate. Manage and coordinate UIR report intake and investigation. Lead a team of level 5 Managers and ensure the handing and customer outreach is being completed successfully. Work with Social Media/PR when public statement is needed to ensure this reflects factual information. Assist in investigation process. Provide input and feedback on process improvements. Performance Manage and Lead team in setting goals and expectations. Develop individual development plans to plan career path for direct-reports.

Effective Communication

Communicate to all partners, via scheduled reports and through identified critical issue communication channels customer de-escalation status

This includes, proactive notification to station management, operational centers and senior leadership

Gathers information around actions they are taking to resolve the identified issues

Develops goals, sets expectations and recognizes/rewards good performance

Ensures team has a career path development plan

Recommends process improvements to enhance customer alert reporting

Reviews any incoming recommendations, prioritizes and works with IT to complete enhancements

Provides admin manager information on schedules, vacation and payroll issues to ensure operational 24/7 coverage is uninterrupted

United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table!

Qualifications

What’s needed to succeed (Minimum Qualifications):

Bachelor’s degree in communications, Journalism, Marketing or related field or 4 years of relevant work experience

3-5 years of experience in either Line Station or Hub related operations and leadership roles

Effective written and verbal communication abilities

Ability to interact professionally with personnel at all levels of the organization, external business partners, team members, and customers

Self-motivated and able to work independently, but also collaboratively in a team environment

Demonstrated multi-tasking ability, problem-solving, initiative, and superior decision-making skills

Proficient in Microsoft Outlook and Excel

Proficient in all aspects of Customer Service Policies and Procedures

Knowledge of policy, procedures in airport operations as well as tools used daily to support agents, supervisors and managers.

Must be legally authorized to work in the United States for any employer without sponsorship

Reliable, punctual attendance is an essential function of the position

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

Contact Center, Customer Care, Refunds, Baggage, Airport, or Inflight experience

Knowledge of SHARES, AERO, SharePoint, Performance Management, Unimatic and airport operations systems

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. 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.

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT