Product Specialist – Contact Centers (Remote)

Description

There’s never been a more exciting time to join United Airlines. We’re on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly, and we can only do that with a truly diverse and inclusive workforce. And we’re growing – in the years ahead, we’ll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy and well-traveled. From employee-run "Business Resource Group" communities to world-class benefits like parental leave, 401k and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?

Caring is one of United’s most important principles. And no one exemplifies that more than our Customer Contact Center team, who helps our customers with everything from booking and managing reservations, to questions about their travel, MileagePlus accounts, and so much more! Are you a people person? Do you get fulfillment from helping others? Then join a team that cares for our customers and makes a positive impact on their travel experience, every single day.

Key Responsibilities:

The Product Specialists will work closely with Frontline, Operations Communications, Policy & Procedure, Tools & Applications, Service Delivery, and various work groups to drive the customer and agent experience. This position will also assist the field and key business partners to determine the application of process, policies, and procedures. This role has a global scope and responsibility.

• Regularly revise and transform policy, procedures and processes as needed
• Cultivate deep expertise on employee and customer needs and friction points
• Update front-line resources (Wingtips, Job Aid, KANA, etc) and request communications to ensure the most up-to-date information is available
• Conduct/attend frontline leadership meeting, team huddles, function forums and townhalls focused product-related information
• Prior to the launch of policy and product changes, work with frontline SMEs to understand impact and determine the best course of action for frontline release (training, communicate, etc.)
• Present proposal for change management plan and lead roll-out process
• Resolve escalations from the frontline (tier 3)

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):

• Bachelor's degree or 4 years of relevant work experience
• 3 years of Contact Center experience
• Excellent written and verbal communication skills
• Must be able to adapt to a fast-paced, changing environment
• Strong understanding of reservations systems and current business processes
• 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):

• Project management skills

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.