Manager - Airport Operations Customer Service

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

Manager - Airport Operations Customer Service

Location San Francisco, California, United States

Category Corporate

Job Id SFO00005482

Airport Management & Administrative

Job Type Full-Time

Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network.

Come join us to create what's next. Let's define tomorrow, together.

Description

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.

The Manager of Customer Service is responsible for overseeing all aspects of strategic and operational initiatives within the Customer Service Department at Hub locations. The manager is responsible to lead, align and develop, Assistant Managers, front line supervisors and front line employees. Responsible to execute station financial and operational plans and adjust as needed throughout the year to achieve corporate and local station goals. They 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. They will interface with other departments including; Operations Control Center, Flight Ops, Inflight, Maintenance, in addition to government agencies, business partners and vendors and must be able to team for station success.

• Direction and development of Hub Assistant Manager and Frontline Supervisor team, as well as ability to engage frontline Lead Customer Service Representative and Customer Service Employee population; Build and develop the quality and retention of the Hub Assistant Manager, Frontline Supervisors, and Lead Customer Service Representative ranks; Management and frontline employee morale, motivation, interaction, and development; Business/Employee relationship development with the goal of creating a positive employee culture
• Oversight of all Customer Service functions: Ticket Counters, Gates, Baggage Service, Customer Care, Station Training; Operational planning and safe implementation of all above the wing operations
• Strategically plan the long-term development of department operations; Maximize operational performance, financial controls, and safety; Customer Satisfaction Net Promoter Score
• Interfacing with divisional department leadership and peers as well as Corporate Support Center resources; Working with business partners and vendors; Active role and support of divisional/company projects; Active Involvement in local airport community
• Oversight and application of general department administration (answering internal and external inquiries, conduct investigations and hearings, Reasonable Accommodation Process, attendance and dependability for leadership team)

Qualifications

What's needed to succeed (Minimum Qualifications):

• Ability to lead and sustain continuous improvement environment and initiatives
• Excellent Communication skills (verbal and written, including presentations)
• High school diploma
• 3-5 years operational experience
• Experience with mentoring and developing leadership in a team of direct reports
• Change Management experience
• 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
• United will consider applicants with criminal histories consistent with the Fair Chance Ordinance

What will help you propel from the pack (Preferred Qualifications):

• Excellent employee and union relations as well as experience administering union contracts
• Negotiation and collaboration skills in regard to implementation of a CBA
• Business Administration/Organizational Acumen
• Bachelor degree in Business Administration or related field
• 3+ years of people leadership experience
• Proven project management experience
• Extensive experience in managing employees and customer service operations
• Proven experience in employee and customer advocacy
• Experience in relationship building and negotiation with contract vendors, government agencies, such as Airport Authority and customer service support center
• Demonstrated leadership experience, emphasizing relationship building, creative problem solving, and prioritizing multiple demands in a large departmental environment

• Demonstrates an understanding of the capabilities and limitations of generative AI tools and effectively leverages them for research, analysis, content creation, and problem-solving. Applies critical thinking to validate AI-generated outputs while adhering to company policies related to responsible AI use, data privacy, and security.

The base pay range for this role is $102,220.00 to $133,194.00.

The base salary range/hourly rate listed is dependent on job-related, factors such as experience, education, and skills. This position is also eligible for bonus and/or long-term incentive compensation awards.

• medical
• dental
• vision
• life
• accident & disability
• par­ental leave
• employee assistance program
• commuter
• paid holidays
• paid time off
• 401(k)
• flight privileges.

United Airlines is an Equal Opportunity Employer. We recruit, employ, train, compensate, and promote without regard to race, color, religion, national origin, gender identity, sexual orientation, disability, age, veteran status, or any other protected category under applicable law. We provide reasonable accommodations for applicants and employees with disabilities. To request an accommodation, contact [e-mail]