Job Details

Manager - Airport Operations Customer Service

Company name
United Air Lines, Inc. (UAL)

San Francisco, CA

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Manager - Airport Operations Customer Service


San Francisco


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Airport Operations

The Airport Operations department keeps operations at our airports running smoothly through planning, organization and supervision.

Job overview and responsibilities

The Manager of Customer Service is responsible for overseeing all aspects of customer service at Hub locations. The manager is responsible to lead, align and develop front line supervisors and front line employees. Responsible to execute station financial and operational plans and adjust as needed throughout the year in order to achieve corporate and local station goals. Responsible for delivering station and system goals as established in the Go Forward Plan. The manager 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. The manager interfaces with other departments including; Operations Control Center, Flight Ops, Inflight, Maintenance, in addition to government agencies, business partners and vendors. The manager’s organizational responsibilities also include:

Ticket Counters


Baggage Services

Concierge/President’s Club

Customer Care

Department Administration

Department Training

Active Involvement in local airport community

Maximize operational performance, financial controls and safety

Operational planning and safe implementation of all ATW operations

Strategically plan the long term development of department operations

Business/Employee relationship development

Interfacing with divisional department leadership and peers

Management and frontline employee interaction and development

Working with business partners and vendors


High School Diploma

Excellent Communication skills

Direction and development of Hub Manager team, as well as ability to engage frontline Team Leader and Customer Service Representative population

Ability to lead and sustain continuous improvement environment and initiatives

Leadership Development Skills

Affect leadership quality and retention in the Hub Manager and Team Leader ranks

3-5 years Customer Service experience

Change Management experience

Successful candidate must be able to clear a criminal history check in order to obtain and retain credentials necessary for position. Specific clearances include but are not limited to FAA / TSA / Airport Authority / US Customs

Must be legally authorized to work in the United States for any employer without sponsorship

Successful completion of interview required to meet job qualifications

Reliable, punctual attendance is an essential function of the position

United will consider applicants with criminal histories consistent with the Fair Chance Ordinance


Bachelor degree in Business Administration or related field and 3-5 years management experience, with Airport Hub experience

Excellent communication skills, written and presentation

Demonstrated leadership ability in large departmental environment

Business acumen

Strong Union Relations background

Negotiation and collaboration skills in regard to implementation of a CBA

Business Administration/Organizational Acumen

Excellent employee and union relations as well as experience administering union contracts

Experience in relationship building and negotiation with contract vendors, government agencies, such as Airport Authority, Headquarters support organizations, and other airlines leadership

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT


62 Airport Operations


Airport Management & Administrative

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled

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United Airlines

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Company info

United Air Lines, Inc. (UAL)
Website :

Company Profile
United Airlines, Inc. is an American major airline headquartered in Chicago, Illinois. United is a wholly owned subsidiary of United Continental Holdings following a $3 billion merger in 2010. The airline was previously owned, at one point in its history, by The Boeing Company, one of the world's largest aircraft manufacturers. Since its merger with Continental Airlines, the company boasts more revenue passenger miles than any airline in the world.United operates out of 10 airline hubs in the continental United States, Guam, and Japan. George Bush Intercontinental Airport in Houston is United's largest passenger carrying hub handling 16.6 million passengers annually with an average of 45,413 passengers daily. The company employs over 88,500 people while maintaining its headquarters in Chicago's Willis Tower (formerly known as Sears Tower). Through the airline's parent company, United Continental Holdings, it is publicly traded under NYSE: UAL with a market capitalization of over $10.5 billion as of October, 2013.

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