• United Airlines Careers | Manager - AO Customer Service Job, Newark, NJ

    Location Newark, NJ, USA

    Job Description

    The Manager of Customer Service is responsible for overseeing all aspects of customer service at Hub locations. The manager is responsible to lead, align and develop front line supervisors and front line employees. Responsible to execute station financial and operational plans and adjust as needed throughout the year in order to achieve corporate and local station goals. Responsible for delivering station and system goals. The manager 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. The manager interfaces with other departments including; Operations Control Center, Flight Ops, Inflight, Maintenance, in addition to government agencies, business partners and vendors. The manager’s organizational responsibilities also include:

    Duties and Responsibilities

    • Ticket Counters

    • Gates

    • Baggage Services

    • Customer Care

    • Department Administration

    • Department Training

    • Active Involvement in local airport community

    • Maximize operational performance, financial controls and safety

    • Operational planning and safe implementation of all above the wing operations

    • Strategically plan the long term development of department operations

    • Business/Employee relationship development

    • Interfacing with divisional department leadership and peers

    • Management and frontline employee interaction and development

    • Working with business partners and vendors

    Job Requirements

    • High School Diploma

    • 3-5 years customer service operations experience

    • Change Management experience

    • Excellent Communication skills

    • Direction and development of Hub Manager team, as well as ability to engage frontline Team Leader and Ramp Service Employee population

    • Ability to lead and sustain continuous improvement environment and initiatives

    • Leadership Development Skills

    • Affect leadership quality and retention in the Hub Manager and Team Leader ranks

    • Successful candidate must be able to clear a criminal history check in order to obtain and retain credentials necessary for position

    • Specific clearances include but are not limited to FAA / TSA / Airport Authority / US Customs

    • 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

    • Preferred Qualifications

    • Bachelor degree in Business Administration or related field and 3-5 years management experience, with Airport Hub experience

    • Proven project management experience

    • Extensive experience in managing employees and customer service operations

    • Excellent employee and union relations as well as experience administering union contracts

    • Experience in relationship building and negotiation with contract vendors, government agencies, such as Airport Authority and customer service support center

    • Excellent communication skills, written and presentation

    • Demonstrated leadership experience, emphasizing relationship building, creative problem solving, and prioritizing multiple demands in a large departmental environment

    • Business acumen

    • Strong Union Relations background

    • Negotiation and collaboration skills in regard to implementation of a CBA

    • Business Administration/Organizational Acumen

    Job Details

    Company: United Airlines

    Employment Type: Full-time

    Job Location: Newark, NJ, USA

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