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

    Location Chicago, IL, USA

    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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