What are the responsibilities and job description for the Global Solutions Manager position at United Airlines?
Description
Find 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!
Qualifications
What’s needed to succeed (Minimum Qualifications) :
What will help you propel from the pack (Preferred Qualifications) :
