Airport Operations & Customer Experience Manager

United Airlines; San Francisco (CA); On-site; USD 102,000 - 133,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance

Disability Insurance

Parental leave

Employee Assistance Program

Commuter benefits

Paid holidays

Paid time off

401(k) Plan

Flight privileges

Job summary

United Airlines is seeking a Manager of Airport Operations Customer Service in San Francisco. Lead the Hub Assistant Manager and frontline teams, oversee ticket counters, gates, baggage service, and customer care, and drive initiatives to improve operational performance and customer satisfaction.

You will interact with Operations Control, Flight Ops, Inflight, Maintenance, and partners, ensuring safety, budgeting, and policy adherence while fostering a positive employee culture.

Qualifications

• Ability to lead and sustain continuous improvement initiatives.
• Excellent communication skills (verbal and written).
• Experience mentoring and developing leadership in a team.
• Change management experience.
• Proven project management experience.
• Experience managing customer service operations and union relations.

Responsibilities

• Direct and develop Hub Assistant Managers and frontline supervisors; engage frontline staff.
• Oversee all Customer Service functions: Ticket Counters, Gates, Baggage Service, Customer Care, Training; plan operations.
• Plan long-term development of department operations and improve financial controls.
• Interface with divisional leadership, Corporate Support Center, partners and vendors; support projects.
• Manage general department administration: inquiries, investigations, attendance, and accommodations.

Skills

Leadership

Communication

Change management

Mentoring

Project management

Customer service operations

Education

Bachelor's degree in Business Administration or related field

High school diploma

Job description

United Airlines is seeking a Manager of Airport Operations Customer Service in San Francisco. Lead the Hub Assistant Manager and frontline teams, oversee ticket counters, gates, baggage service, and customer care, and drive initiatives to improve operational performance and customer satisfaction.

You will interact with Operations Control, Flight Ops, Inflight, Maintenance, and partners, ensuring safety, budgeting, and policy adherence while fostering a positive employee culture.