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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 Senior Manager of Service Design will report directly into the Managing Director of Service Transformation and is a highly visible role that requires an outstanding blend of critical thinking with operational experience. This role will be redesigning the contact center service design for the next 10+ years as the issues encountered more sophisticated. Top skills include creative conceptualization, strong problem solving, test-and-learn mind-set, excellent communication, and collaboration. The person in this role needs to be hardworking and dedicated to crafting the best customer experience across all industries and have a vision to resolve every single contact.

In addition, this position will support, as needed, the broader strategic needs of the executive team for Contact Centers and Customer Care organization.

• Develop, implement, and lead a vision, roadmap, and strategy to transform our contact centers service design
• Own the design, testing, implementation, and successful delivery of new service models that drives “100% resolution,” meets customers’ needs, and best-in-class feedback loops
• Frequently collaborate and interact with Digital Technology, key customers, and senior management to ensure development and alignment of the service model with primary business goals and objectives
• Analyze customer and operational data to provide insights that guide decisions regarding service design, operational efficiency, and deliver customer resolution
• Prepare concise and focused presentations, distill sophisticated topic, and confidently present in front of senior executives

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
• 7 + Years of related experience
• 5+ years of service design transformation experience
• Excellent written and verbal communication skills
• Strong social skills
• Project Management skills
• Excellent analytical proficiency and problem-solving skills
• Proven ability to collaborate, influence, adapt and inspire change in a fast-paced environment
• 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 a crucial function of the position

What will help you propel from the pack (Preferred Qualifications):

• Master's degree
• Executive Level Presentation Experience
• Advanced Microsoft Suite software experience (PPT, Excel, Word)

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 [email protected] to request accommodation.