United Airlines Manager - Airport Operations Customer Service in San Francisco, California

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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

  • Gates

  • 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

Division: 62 Airport Operations

Function: Airport Management & Administrative

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled