Manager - Premium Services Planning (Hybrid)

United Airlines; Chicago (IL); On-site; USD 102,000 - 133,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability coverage

Parental leave

Employee assistance program

Commuter benefits

Paid holidays

Paid time off

401(k) and flight privileges

Job summary

United Airlines seeks a Manager – Premium Services Hospitality, Planning to lead premium services operations and lounge programs. You will partner with senior leadership to standardize service delivery across hubs and domestic locations while shaping premium product strategies for MP Premiers, 1Ks & Global Services.

The role requires collaboration with regional teams, strong project management, and a focus on measurable performance indicators to drive excellence in United Clubs, Polaris Lounges,

Qualifications

• Bachelor's degree required.
• 3+ years of project management experience.
• Excellent written/verbal communication skills.
• Strong presentation skills.
• Strong critical thinking skills.
• Excellent computer office skills.
• Must be legally authorized to work in the United States without sponsorship.
• Interview will determine qualifications.
• Reliable, punctual attendance is essential.

Responsibilities

• Provide administrative and operational support United Clubs, Polaris Lounges, and premium products.
• Develop and manage overarching aspects of service standards, premium services strategy, training, recognition, and communications.
• Oversee the execution of United’s premium products in United Club and Polaris lounges.
• Provide tools, training, and support to dedicated employees.
• Liaise with Regional Managers and local stations as the premium services SME.
• Partner with Hospitality Programs, Loyalty and Marketing to design premium products.
• Research and analyze competitive landscape and customer needs to translate into operational strategy with KPIs.

Skills

Excellent communication

Presentation skills

Critical thinking

Office software proficiency

Education

Bachelor's degree

Master's degree

Tools

PMP

Job description

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

The Manager – Premium Services Hospitality, Planning will work directly with the Director, Premium Services Operations to provide operational support for the Premium Services Operation. They will partner with the Regional Manager – Premium Services Planning International to ensure consistent application and delivery of United’s suite of premium products. The position is primarily responsible for supporting premium functions in hubs and domestic line airport locations. This leadership role will partner very closely with Regional Managers and Sr Managers.

• Provide administrative and operational support United Clubs, Polaris Lounges, and premium products; provide insights to determine which airports provide what levels of service for MP Premiers, 1Ks & Global Services
• Develop and manage overarching aspects of service standards, premium services strategy, training, recognition, and premium services communications
• Oversee the execution of United’s suite of premium products in the United Club and Polaris lounge; including Global Services, VIP, and tarmac transportation program
• Provide tools, training, communication, and additional support to dedicated employees
• Liaise and partner with Regional Managers and local stations, serving as the local subject matter expert on United’s Premium Services products, standards, and operation
• Partner with Hospitality Programs, Loyalty and Marketing teams to design, develop and enhance premium products for United Airlines.
• Conduct research and analysis of competitive landscape, customer satisfaction and business needs in region and translate/synthesize into operational strategy with measurable performance indicators

Qualifications

What’s needed to succeed (Minimum Qualifications):

• Bachelor's degree
• 3+ years of project management experience
• Excellent written/verbal communication skills
• Strong presentation skills
• Strong critical thinking skills
• Excellent computer office skills
• 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

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

• Master's degree
• Background in strategic planning/analysis
• Hospitality management experience
• PMP
• Budget Management and Budget Building skills
• Demonstrates an understanding of the capabilities and limitations of generative AI tools and effectively leverages them to support research, analysis, content creation, and problem-solving. Apply critical thinking to validate AI-generated outputs while adhering to organizational policies for 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.

You may be eligible for the following competitive benefits: medical, dental, vision, life, accident & disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) and 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]