Job overview and responsibilities

The primary responsibility of this position is to manage the customer de-escalation work stream. This role requires schedule flexibility which may result in working non-standard hours for a 24 / 7 operation within our network operations center. This includes managing high visibility escalated customer concerns that require in the moment coordination with adjacent operational teams to maintain the integrity of the United Brand. Interact and gather information from frontline, social media, Contact Centers to classify severity of incident and methods to resolve/de-escalate. Manage and coordinate UIR report intake and investigation. Lead a team to ensure the handing and customer outreach is being completed successfully. Work with social media/PR when public statement is needed to ensure this reflects factual information. Assist in investigation process. Provide input and feedback on process improvements. Performance Manage and Lead team in setting goals and expectations. Develop individual development plans to plan career path for direct reports

• Effective Communication:
  • Communicate to all stakeholders, via scheduled reports and through identified escalation communication channels customer de-escalation status
  • This includes proactive notification to station management, operational centers and senior leadership
  • Gathers information around actions they are taking to resolve the identified issues
• Performance Management:
  • Develops goals, sets expectations and recognizes/rewards good performance
  • Ensures team has a career path development plan
• Process Improvement:
  • Recommends process improvements to enhance customer alert reporting
  • Reviews any incoming recommendations, prioritizes and works with IT to execute on enhancements
• Administrative Functions:
  • Provides admin manager information on schedules, vacation and payroll issues to ensure operational 24/7 coverage is uninterrupted

What’s needed to succeed (Minimum Qualifications):

• Bachelors degree or 4 years of relevant work experience
• Communications, Journalism, Marketing or related field
• 3+years of related work experience
• 3-5+ years of experience in either Line Station or Hub related operations and leadership roles
• Contact Center, Customer Care, Refunds, Baggage, Airport, or Inflight experience preferred
• Strong written and verbal communication skills
• Ability to interact professionally with personnel at all levels of the organization, external business partners, team members, and customers
• Self-motivated and able to work independently, but also collaboratively in a team environment
• Demonstrated multi-tasking ability, problem-solving, initiative, and superior decision-making skills
• Proficient in Microsoft Outlook and Excel
• Proficient in all aspects of Customer Service Policies and Procedures
• Knowledge of policy, procedures in airport operations as well as tools used daily to support agents, supervisors and managers
• Strong written and verbal communication skills
• Ability to interact professionally with personnel at all levels of the organization, external business partners, team members, and customers

• Self-motivated and able to work independently, but also collaboratively in a team environment

• Demonstrated multi-tasking ability, problem-solving, initiative, and superior decision-making skills
• Proficient in Microsoft Outlook and Excel
• Proficient in all aspects of Customer Service Policies and Procedures
• Knowledge of policy, procedures in airport operations as well as tools used daily to support agents, supervisors and managers
• 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):

• Knowledge of SHARES, AERO, SharePoint, Performance Management, Unimatic and airport operations systemsS