DescriptionThe Senior Manager will be second in command in the airport for the Customer Service department and drive safety, service delivery, operational performance, and financial goals. The Senior Manager will collaborate with the Managing Director of Customer Service to develop an inclusive culture and engaged workforce comprised of union, management & administrative employees. He/she/they is responsible for delivering measurable results through servant leadership, innovation, coaching, and rapid execution in a dynamic, fast-paced environment. Success will require collaboration with all divisions across the hub (e.g. Flight Operations, Inflight Operations, Technical Operations, etc.), airport authorities and agencies (e.g. TSA, U.S Customs and Border Protection), vendors, and with UA union leadership to ensure correct administration of collective bargaining agreements and ongoing positive union-management relations.
- Operations Leadership - Ensure the safe and successful execution of all Customer Service activities within budget. Identify and resolve recurring issues to improve operational metrics and the customer experience.
- Employee Engagement - Inspire and motivate frontline and management employees to perform at the highest levels. Identify and resolve employee concerns, and foster a culture of recognition and support.
- Project Execution - Lead and/or be an active participant in airport and enterprise-wide initiatives. Collaborate with peers in other operating divisions and with leaders in corporate support functions to make measurable improvements.
- Leadership Development - Provide ongoing coaching and feedback to Managers, Senior Supervisors, Supervisors, and Lead Customer Service Representatives. Support efforts to attract and retain a diverse, high performing leadership team.
- Strategic Planning - Collaborate with department and hub leaders in the development of department and airport-wide strategies.
QualificationsWhat's needed to succeed (Minimum Qualifications):- Bachelor's degree in related field or 5+ years of related management experience
- 2+ years experience analyzing metrics, identifying trends in quantitative and qualitative data, and determining root causes of key issues
- 2+ years experience identifying and implementing measurable process improvements
- 2+ years experience managing, coaching and developing professional employees
- 2+ years experience managing competing priorities and executing in a fast-paced, dynamic environment
- 2+ years experience independently managing projects and/or initiatives with measurable outcomes
- Performance Management: Ability to select, assess, coach, and develop supervisors and managers
- Excellent written and verbal communication skills
- Proficient in Microsoft Excel, Word, and PowerPoint
- Ability to interpret data and develop actionable insights
- Ability to effectively collaborate with and influence peers and stakeholders across divisions within the hub and within the Corporate Support Center (CSC)
- Executive presence and strong interpersonal skills, with the ability to comfortably and confidently communicate with employees at all levels, including frontline employees in breakrooms and executive team members in board rooms. Ability to effectively represent
- the company and the UA brand externally.
- Tireless and resilient, with the ability to provide unwavering support to a 24/7/365 operation and remain calm under pressure
- Ability to inspire and energize employees at all levels and to demonstrate empathy to employees and customers
- Ability to innovate, fail fast, and make continuous operational improvements
- Self-starter, with the ability to lead and execute with limited direction
- Ability to quickly learn and develop subject matter expertise
- 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):- MBA or Advanced Degree
- Lean / Six Sigma certifications
- Project Management Certification
- Experience organizing complex and/or ambiguous challenges into structured deliverables and executing or project managing deliverables to completion
- Previous airline, high volume manufacturing or operations experience
- Experience leading hourly and/or unionized employees
- Experience in hospitality or a customer-centric role
- Experience leading large, diverse teams with 500+ employees
- Ability to create presentations for senior leaders
- Understanding of resource planning and labor finance
- Understanding of business case development
- Understanding of collective bargaining agreements
- Proficient in data analysis fundamentals and basic statistics
- Ability to create and execute a vision; ability to think strategically and to translate strategies into realistic action plans
- Emotional intelligence (EQ)
- Change management
- Continuous Improvement / Lean Six Sigma
