Assistant Manager – AO Customer Service – United Airlines Inc. – San Francisco, CA

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

The Assistant Manager – AO Customer Service is responsible for the day-to-day operational management and oversight of Customer Service activities for the Hub station including but not limited to safety, performance, customer service, employee enablement and the development and sustainment of a Core4 culture. In some cases, Assistant Managers will be responsible for both Customer Service activities and personnel as overall ‘product managers’ in specific areas of the operation. They will also be responsible for leading the execution of operational plans in support of station and Company objectives and goals via process management and improvement.

Assistant Managers will be responsible for development and sustainment of administrative practices that track and support service, safety, financial and employee relations metrics which may include assigned budget responsibility. In addition, Assistant Managers may be assigned projects and must lead those projects through the four phases of project management envision, design, build and activate. They will lead and directly manage a team of Supervisors and have responsibility for performance management, leadership development and growth for those assigned Supervisors.

• Station Operational Performance – support the achievement of station operational objectives, goals and metrics
• Employee Relations and Employee Development – promote positive employee and labor relations through ongoing engagement and effective communications
• Station Financial Performance – support the achievement of cost and revenue goals through manpower management, baggage fee enforcement and ground aircraft fuel burn reduction
• Station Safety & Security – Day to day management of station safety and security programs towards achieving the highest levels of compliance with safety and security standards and regulations and optimal safety performance against station goal

• Associates Degree or equivalent work experience
• Minimum 2-4 years leadership experience in an airport operations environment
• 1-2 years line station or Hub operational experience (above and below the wing)
• Previous experience managing in a union environment
• Responsible for a 24-hour, 7 day a week operation
• Must have ability to work weekends and shift work
• Travel is required
• 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

• College Degree or related field experience in an airline operational environment
• Project Management Experience