Senior Manager - Global Customer Solutions - United Airlines

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?

 Key Responsibilities:

The Senior Manager of Global Customer Solutions is responsible for United’s global operations strategy and resolution processes from the Network Operations Center. They lead a team in assessing and completing recovery actions for significant customer incidents, as reported through the United Incident Report process or raised by senior leadership. The role ensures prompt incident handling, communication with relevant collaborators, and protection of the United brand. Furthermore, the Senior Manager strategizes for the department, collaborates with external parties, implements initiatives, and focuses on refining incident recovery.

• Develop, implement and lead the oversight of significant customer incidents including collaboration with multiple organizations while focusing on customer resolution activities
• Lead, create, and maintain an environment of continuous learning
• Socialize opportunities for improvement by communication of strategic information gathered from the United Incident Report (UIR) in coordination with the voice of the customer
• Identify gaps in current processes and policies that lead to either a reduction in customer dissatisfaction or complexities in policy verbiage that may contribute to the inability to execute from an employee perspective
• Lead, coach direct reports focusing on operational success, training, and growth opportunities
• Collaborate within the Solutions and Recovery organization, in the Network Operations Center, to advocate for positive customer experiences, brand protection, and an effective & efficient recovery operations
• Lead efforts to build new communication pathways or foster current communication pathways to continue to complete timely incident resolution and sharing of customer experience information

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!

What’s needed to succeed (Minimum Qualifications):

• Bachelor's degree or 4 years of relevant work experience
• 3-5+ years' experience in Airport Operations leadership, direct people leadership, and/or corporate communication role
• 1-3 years in process and policy creation
• Strong written and verbal communication skills
• Ability to interact professionally with personnel at all levels of the organization, external business partners, team members, and customers
• Strong project management skills including the ability to manage multiple, competing priorities
• Proven analytical skills and superior attention to detail
• Strong organizational skills and superior decision-making skills
• Demonstrated multi-tasking ability, problem-solving, and critical thinking in a customer focused airline operation
• Demonstrated success in the leadership of a 24/7/365 operational team
• Excels at team leadership and coaching
• Ability to work in a fast paced, deadline driven environment
• Proficiency in MS Excel, Word and PowerPoint
• Must be legally authorized to work in the United States for any employer without sponsorship
• Reliable, punctual attendance is a crucial function of the position

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

• Master's degree or 6 years of relevant work experience
• Six Sigma or equivalent certification

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.