Senior Manager - Post Travel Care Innovation

Description
There’s never been a more exciting time to join United Airlines. We’re on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly and we can only do that with a truly diverse and inclusive workforce. And we’re growing – in the years ahead, we’ll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy and well-traveled. From employee-run "Business Resource Group" communities to world-class benefits like parental leave, 401k and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?
Key Responsibilities
Contact Centers
Contact Centers assist customers with travel concerns, administer refunds, handle flight recovery, conduct quality assurance checks, and more.
Job Overview And Responsibilities
The Post Travel Care Innovation Sr. Manager is responsible for developing the strategy and completing the plan for the future strategic direction of United’s Post Travel Care Teams (e.g., Customer Care, Baggage Recovery). This Sr. Manager will provide strategic departmental planning, liaise with external customers, implement departmental and corporate initiatives, goals and provide the strategic direction and project management execution required to successfully drive improvement to the employee and customer experiences.

• Develop, implement, and lead activation of baggage recovery voice, claims and warehouse processes and procedures
• Self-manage, with demonstrated strong organizational/problem-solving and negotiating skills
• Focus on measurable improvements in process, efficiency, and customer satisfaction
• Create new solutions and methods to accomplish project goals
• Collaborate with teams across the enterprise to develop efficient and proactive processes for providing post travel care
• Use effective strategic planning and project management skills that ensure a high-performance approach and appropriate level of vitality towards progress, project updates and executive level presentations
• Collaborate across teams to help drive decisions around policy, process and application solutions that deliver an impactful customer experience
• Quickly learn and understand all facets of processes and issues to articulate bottle necks, inefficiencies and opportunities for improvements
• Leads efforts to drive strategic planning and initiatives in the post travel area, including Customer Care and Baggage Recovery

United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table!
Qualifications
What’s needed to succeed (Minimum Qualifications):

• Must be legally authorized to work in the United States for any employer without sponsorship
• Must be self-starter with strong problem solving and social skills
• Ease in working in fast paced dynamic and deadline driven environment
• Excellent verbal and written communication skills including the ability to translate key messages into channel appropriate communications, and ability to articulate strategy and tactics at the executive level
• Successful completion of interview required to meet job qualification
• Outstanding leadership capabilities including ability to drive peer influence through collaboration, prioritization and drive
• Exercise discretion, critical thinking, and independent good judgment
• Track record of successfully leading strategic projects
• Validated analytical skills and superior attention to detail
• 5+ years of project management experience – including analysis to define scope and prioritization of projects
• Bachelor's degree
• Passion for the customer and elevating the company/brand's reputation with respect to post-travel recovery
• Strong project management skills including the ability to lead multiple, ambitious priorities
• Reliable, punctual attendance is an essential function of the position
• Possess highly proficient written and verbal communication
• Ability to forecast and strategize process and project improvements
• Ability to analyze sophisticated operational data sets and/or processes to find opportunity areas, conceptualize on potential solutions, and size potential impact for effective prioritization – with the idea of turning all of this analysis into a sound strategic plan
• Proficiency in MS Excel, PowerPoint, and Word
• 9+ years of related experience

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

• Operations, Reservations, Airport and/or Customer Care experience preferred
• Master's degree in Operational/Continuous Improvement, Customer Experience Strategy, Industrial Engineering
• Airline or travel industry experience. Operational Reservations, Airport and or Contact Centers experience
• Operational Management

United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact [email protected] to request accommodation.
Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT NHC00000466