Director – Customer Service Solutions

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Company: United Airlines Inc.
Location: Chicago, IL 60601 (Loop area)

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Contact Centers

Contact Centers assist customers with travel concerns, administer refunds, handle flight recovery, conduct quality assurance checks, and more.
Job overview and responsibilities

United’s ability to provide a seamless experience during all aspects of customer and or flight disruption is critical to the overall customer experience and the efficiency in which we operate. The Director of Customer Solutions leads a team who executes customer recovery planning during irregular operations with a solutions-based approach for customer and flight disruptions.

  • Leads efforts related to customer-focused scenario planning involving customer, flight overbooking, exception policy handling and customer complaints.
  • Implements and adjusts processes and procedures to support timely, effective and fiscally responsible customer recovery.
  • Leads efforts to benchmark and report data metrics, and continuously find methods to improve the process and technology to improve team efficiency.
  • Provides overall leadership for Customer Solutions Team and serves as liaison to senior leadership, focusing on end-to end customer recovery. Additionally, provides guidance for classification
  • Leads efforts related to customer-focused scenario planning involving customer, flight overbooking, exception policy handling and customer complaints.
  • Implements and adjusts processes and procedures to support timely, effective and fiscally
    responsible customer recovery.
  • Acts as a media, station and NOC liaison during customer and flight disruptions.
  • Provides overall leadership for Customer Solutions Team and serves as liaison to senior leadership, focusing on end-to end customer recovery. Additionally, provides guidance for classification and escalation of C-Alert incident reporting process.
  • Provides performance management guidance, employee development, succession planning, mentorship, goal setting and team structure planning.
  • Ability to support 24/7 operational team during non-standard business hours
  • Up to 10% Travel Required.
Required
  • Bachelor’s degree or equivalent work experience
  • 5-7 years recent leadership experience
  • 5+ years of airport experience (ideally with frontline leadership experience)
  • Effectively communicate with all levels from senior leadership to frontline employees.
  • Proficient in Microsoft Outlook, Spotfire, and PowerPoint
  • Proficient in all aspects of Customer Service Policies and Procedures
  • Preferred working knowledge of shares or AERO
  • 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


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