United Airlines · 3 hours ago
Manager - Airport Operations Customer Service
Denver, CO
Full-time
Onsite
Mid, Senior Level
$100K/yr - $130K/yr
3+ years expUnited Airlines is a major airline that operates globally and is seeking a Manager of Airport Operations Customer Service. This role involves overseeing strategic and operational initiatives within the Customer Service Department, leading a team of Assistant Managers and front line supervisors to ensure effective airport operations and high customer satisfaction.
HospitalityIn-Flight EntertainmentService IndustryTransportationTravel
No H1B
Responsibilities
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)
Qualification
Required
High school diploma
3-5 years operational experience
Experience with mentoring and developing leadership in a team of direct reports
Change Management experience
Ability to lead and sustain continuous improvement environment and initiatives
Excellent Communication skills (verbal and written, including presentations)
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
Preferred
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
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
Benefits
Medical
Dental
Vision
Life
Accident & disability
Parental leave
Employee assistance program
Commuter
Paid holidays
Paid time off
401(k)
Flight privileges
Company
United Airlines
United Airlines is an aviation company that provides information on reservations, bookings, and travel services online.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2006-01-25IPO
Leadership Team
Mike Leskinen
EVP, Chief Financial Officer
Deneen DeFiore
Vice President & Chief Information Security Officer
Recent News
2026-01-24
Morningstar.com
2026-01-24
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