Jobs for People with MS: National MS Society

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?

Key Responsibilities:

United's ability to provide a seamless experience during all aspects of customer and or flight disruption is critical 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, we often treat customer and flight disruptions as an exception process as opposed to a core component of the operating environment. This position will provide dedicated 24/7 leadership for the team responsible for day-to-day operational execution of customer recovery planning during irregular operations, and will be the focal-point position for solutions -based customer recovery efforts. This position will be responsible for commercial decisions for Customer Service Solutions Desk within the NOC.

• Provides leadership for a dedicated team and serves as liaison to senior leadership within the NOC

• Focused on end-to-end customer recovery during system customer and flight disruption

• Customer-focused scenario planning involving customer and flight disruption such as diversions, extra sections and fuel stops

• Implements and adjusts as necessary processes and procedures to support timely effective and financially balanced customer recovery

• Initiates and manages exception policy handling based on severity of situation including travel waivers

• Identifies disruption management process improvements using data and systematic thinking

• Benchmarking and reporting data metrics; data querying

• Oversees the escalation of C-Alerts within the NOC (levels 1-2 Alerts) which are extreme customer disservice, national media involvement, and viral social media interaction that has risk to the brand, requiring officer involvement

• Incident Manager for alerts classified as C1 and C2 responsible for follow through, classification and resolution closure

• Leads and manages performance for direct reports; sets goals, provides career path opportunities, sets expectations and follows through on performance metrics

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 equivalent work experience

• 5+ years of leadership experience

• Self-motivated and able to work independently, but also collaboratively in a team environment

• Strong written and verbal communication skills

• Ability to interact professionally with personnel at all levels of the organization, external business partners, team members, and customers

• Strong organizational skills

• Demonstrated multi-tasking ability, problem-solving, initiative, and superior decision-making skills

• 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):

• Operations, Customer Experience or Revenue Management experience

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.

Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT