Manager - Customer Service Performance, Execution and Strategy

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?



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.



Key Responsibilities:

The Manager - Customer Service Performance, Execution and Strategy role will lead efforts to optimize and implement processes that improve the performance of United's Customer Service Representatives (CSRs). This role is instrumental in establishing measurable standards (KPIs), promoting consistency across airports, and fostering a customer-centric culture. The manager will collaborate with various teams, including Customer Strategy & Innovation, Digital Technology (DT), Training, Safety and Regulatory, BTW/SOC Performance Teams, and more to advocate for the needs and priorities of the Airport Operations ATW teams, driving measurable operational and service performance success.

• Provide strategic support and represent the interests and priorities of the ATW teams in projects and portfolios that directly impact CSRs and United customers. Advocacy for these teams is of utmost importance
• Leverage data-driven insights to prioritize work efforts and identify gaps/opportunities to meet operational goals
• Collaborate with Hub and Line station leaders to identify performance trends and jointly develop corrective action plans to enhance and sustain performance, meeting or exceeding target goals. Key performance indicators (KPIs) will include Turn Compliance Index (TCI), CD:0, NPS, standard work compliance, and more
• Mentor and lead individuals supporting ATW projects, even in areas where subject matter expertise may be lacking, guiding them toward solutions that simplify CSR processes and provide measurable performance metrics
• Demonstrate a strong willingness and desire to learn and expand your own experiences, applying continuous improvement principles
• Regularly present updates to divisional and cross-departmental leaders and executives regarding progress on key initiatives

NOTE: This position is based at the CSC-Willis Tower, located in Chicago, IL. and considered as a hybrid work-schedule working 3 days a month (expected to come in as-needed) however, that may evolve with the needs of the company.



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 or relevant work experience
• Degree in Business, Consulting, Project Management, Industrial Engineering, Airline Operations, or Data Science
• 2+ years of experience in a strategic role
• 2+ years of leadership experience with projects and the ability to influence senior-level management and key partners
• Proven track record of implementing complex projects with a strategic, data-driven approach and a clear focus on measurable results that emphasize service-oriented behaviors
• Proficiency in using data and storytelling skills to communicate information effectively, from frontline employees to executive leaders, using Microsoft Office products like PowerPoint
• Essential collaboration skills; comfortable leading others
• Strong analytical skills
• Strong organizational skills with a proven track record to multitask
• Proven self-motivation and initiative
• Ability to build a comprehensive understanding of ATW processes and tools, such as Jet, Mobile Agent, SHAREs, Easy Chat, and Agent on Demand
• Must be willing and able to travel 25% - 35% domestic/international at our hubs and line stations
• Must be willing and able to work a hybrid work schedule at the CSC-Willis Tower in Chicago, IL
• 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):

• Business, Industrial Engineering, Consulting, Data Science
• Airline management, aviation, or industrial engineering
• Lean Six Sigma certification
• Experience with PowerBI, PowerApps, Foundry/Palantir, and SQL
• Background in Industrial Engineering
• Process improvement experience

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.