Global Solutions Manager
DescriptionFind your future at United! We’re reinventing what our industry looks like, and what an airline can be – from the planes we fly to the people who fly them. When you join us, you’re joining a global team of 100,000+ connected by a shared passion with a wide spectrum of experience and skills to lead the way forward.Achieving our ambitions starts with supporting yours. Evolve your career and find your next opportunity. Get the care you need with industry-leading health plans and best-in-class programs to support your emotional, physical, and financial wellness. Expand your horizons with travel across the world’s biggest route network. Connect outside your team through employee-led Business Resource Groups.Create what’s next with us. Let’s define tomorrow together.Key Responsibilities:United's ability to provide a seamless experience during all aspects of customer and/or flight disruption is essential to our overall customer experience and the efficiency in which we operate. Due to the inherent complexity of customer and flight disruptions including IRROPS, no one area of the company is focused on the overall planning, measurement, and operational coordination of this operating environment. As a result, these events are processed as an exception, as opposed to a core component of the operating environment. The Global Solutions Manager handles the day-to-day operational management of the Global Customer Solutions team and the United Incident Report. This position will provide dedicated 24/7 customer outreach and support of frontline teams, including call centers, when issues are raised.
Research and Investigation: Ensure cases are accurately documented, represented, and case severity addressed. Guides Specialists on handling of cases and steps to resolution, coaches as required. Shares outcomes with Manager Executive Solutions if necessary.
Coordination: Research customer events and partners with team members to ensure high-profile issues are addressed and response given in a timely manner.
Customer Interaction: Initiate customer outreach to provide timely and on the spot resolution to de-escalate customer issues. Works with other partners and peers to provide actionable internal feedback from customer events and provide appropriate compensation.
Escalations: Provide subject matter expertise, escalation support, communication, and guidance to other employees within team as well as to other partners.
Note: This position works 10-hour shifts and offers a hybrid work arrangement, with in-office requirements in Arlington Heights, IL.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!QualificationsWhat’s needed to succeed (Minimum Qualifications):
Bachelor’s degree or equivalent work experience
2+ years of experience in either Line Station or Hub related operations and leadership roles
3+ years of related experience
Knowledge of policy, procedures in airport operations as well as tools used daily to support agents, supervisors, and managers.
Strong communicator; verbal and written
Self-motivated and able to work independently, but also collaboratively in a team environment
Demonstrated problem-solving, initiative, and superior decision-making skills
Proficient in Microsoft Office Suite
Knowledge of SHARES, AERO, SharePoint, Performance Management, and airport operations systems
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
What will help you propel from the pack (Preferred Qualifications):
Bachelor's degree in Business Management, Communications or Criminal Justice
Contact Center, Customer Care, Refunds, Baggage, Airport, or Inflight experience preferred
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 JobAccommodations@united.com to request accommodation.The base pay range for this role is $79,800.00 to $108,790.00.The base salary range/hourly rate listed is dependent on job-related, non-discriminatory factors such as experience, education, and skills. This position is also eligible for bonus and/or long-term incentive compensation awards.You may be eligible for the following competitive benefits: medical, dental, vision, life, accident & disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) and flight privileges.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. Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT.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 JobAccommodations@united.com to request accommodation.