United Airlines Careers | Social Media & Communications Supervisor Job, Chicago

United Airlines

Job Description

Social Media & Communications Supervisor

The Social Media and Operational Communications Supervisor acts as a trusted travel advisor/communicator, demonstrates United’s shared purpose & values, and is a leader for our social media and operational customer communications functions within the Contact Center Organization.

This role has a combined responsibility of supervising the 24/7/365 delivery of customer engagement for social media care and the customer messaging for operational communications.

Duties and Responsibilities

• Oversee our operation as team lead on scheduled shift

• Manage questions, requests and issues from within and outside of the team, handle/delegate operational communication requests, escalate social media trends, influencers and potential crisis/adverse events

• Manage performance (conversation and communication handling) and growth (coaching, training) of Representatives (both direct and indirect reports)

• Support Assistant Manager and Leadership team with additional work/projects, as assigned

• Work collaboratively with business partners across the organization including Contact Center, Network Operations Center (NOC), Station Operation Centers (SOC), Airport Operations

• Support the operation and Representatives, when needed, by assisting with the management of social media customer care conversations and/or monitoring flights for in-the-moment delay, cancellation and operational impact messaging

Job Requirements

• 3-4 years communications related experience

• Strong leadership capabilities including the ability to develop and motivate team members

• Ability to effectively communicate and collaborate with all levels within the organization

• Advanced copywriting and conversational communications skills

• High standard for quality and attention to detail

• Strong customer service mindset

• Excellent interpersonal and problem-solving skills

• Keen ability to work independently and in a team setting

• Strong ownership mindset and resolve to follow-through

• Able to adapt to a fast-paced and rapidly changing environment

• Flexibility to work various shifts to support 24/7/365 operation (including overnight, weekend, holiday and overtime hours)

• Ability to work both in-office and remotely, based on scheduling and operational needs

• 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’s Degree in Communication or other relevant field of study

• Airline or travel industry experience

• Professional writing experience

• Customer service experience

Job Details

Company: United Airlines

Employment Type: Full-time

Job Location: Chicago, IL, USA

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