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DESCRIPTION

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.

WHAT’S NEEDED TO SUCCEED (MINIMUM QUALIFICATIONS):

• Bachelor’s degree
• 10+ years of related work experience
• +3 years of operational leadership in a discipline that involves customer facing and/or public brand management
• +7 years of managing large scale, operational organizations
• Customer centricity
• Strong communicator
• Innovative/visionary
• Problem and solution oriented
• Strategic thinker
• Relationship builder
• Leader of leaders
• Budget management
• Collaborator
• Customer facing function leadership
• Large-scale operations
• 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):

• Master’s degree
  The base pay range for this role is $155,895.00 to $202,960.00.
  The base salary range/hourly rate listed is dependent on job-related, factors such as experience, education, and skills. This position is also eligible for bonus and/or long-term incentive compensation awards.
  You may be eligible for the following competitive benefits: medical, dental, vision, life, accident & disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) and flight privileges.
  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. Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT.
  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

Operating under the mantra “all roads have the potential to reach the Contact Center & Customer Care organization” the group is tightly partnered with teams across the company (e.g., scheduling, loyalty, airport operations, inflight to name a few) to collaborate on important customer experience decisions while also providing critical customer feedback from our past interactions. The organization’s senior leadership team balances their focus on day-to-day operations, iterative improvement, and strategic transformation.

• Success for the role will be measured by the following:
• Inspire a team of 200+ team members, including many located at international locations
• Lead team performance, initiating actions to achieve results (e.g., customer satisfaction, productivity, employee satisfaction, compensate rates, resolution rates)
• Set clear expectations for and develop front-line leadership
• Envision continuous improvement initiatives by viewing existing processes and programs through a strategic and innovative lens and leveraging relationships with technology or other partners to implement change
• Envision/experiment with innovative solutions that improve the company’s approach to baggage support
• Develop expert knowledge of United baggage operations and product offerings/programs
• Implement corporate defined policies & procedures, including training and clear communication to front line staff
• Demonstrate budget alignment
• Establish and maintain strong working relationships with employees, union leadership, internal/external stakeholders, as well as counterparts at other airlines
• Responsible for day-to-day execution of operation, including setting coaching & performance management approach to front-line leaders to achieve goals
• Oversee customer and stakeholder interactions, including customers, airports, Department of Transportation, and other airlines
• Deliver on the objective of de-stressing the customer experience with a timely and personalized response (optimizing compensation as appropriate)
• Transform the customer recovery journey by innovating across the customer and/or agent experience, evaluating ways to improve customer interactions or productivity at various touchpoints in the customer journey
• Enable strong customer advocacy and company improvement by developing a strong feedback loop of the insights received into Baggage Support to other parts of the organization with actionable suggestions/solutions, leveraging data analytics and other analysis to mine the data
• Support and lead care teams in the journey to provide exceptional service to our customers with positive tone, written and verba

The Baggage Support Team is responsible for strategy and day-to-day execution of post-travel recovery relating to baggage for United Airlines customers. This includes front-line and management teams who handle customer inquiries regarding their delayed or lost baggage, executive escalations, compensation and reimbursement claims due to baggage issues, and the Baggage Warehouse at Houston Airport which is where all unclaimed bags across the system are sent for additional tracing.
We are looking for a customer obsessed, highly motivated, inspiring, strategic & visionary leader to serve in the role of Director - Baggage Support. The role sits on the senior leadership team of the Contact Center & Customer Care organization, reporting to the Managing Director, Customer Advocacy.
The leader will lead and manage the performance of all Baggage Recovery teams, developing talent, creating meaningful connections with internal stakeholders, and ensuring delivery of low effort, personalized solutions for our customers. Additional responsibilities include operational planning and execution, budget management, performance management, process & tool improvement, and most importantly innovating for an ever-improving experience. Including enhancing communication and interaction between Baggage Recovery and the baggage teams in our airports
Customer Care & Baggage Recovery sit within the worldwide Contact Center & Customer Care organization comprised of many functions that provide customer support at various stages of the customer journey, including pre-booking questions, booking support, pre-travel preparation, in-travel irregular operations, and post travel recovery. With an organization of more than 5,000 team members across the world operating 24/7, 365 days a year, the team handles tens of millions of customer contacts per year.

Operating under the mantra “all roads have the potential to reach the Contact Center & Customer Care organization” the group is tightly partnered with teams across the company (e.g., scheduling, loyalty, airport operations, inflight to name a few) to collaborate on important customer experience decisions while also providing critical customer feedback from our past interactions. The organization’s senior leadership team balances their focus on day-to-day operations, iterative improvement, and strategic transformation.

• Success for the role will be measured by the following:
• Inspire a team of 200+ team members, including many located at international locations
• Lead team performance, initiating actions to achieve results (e.g., customer satisfaction, productivity, employee satisfaction, compensate rates, resolution rates)
• Set clear expectations for and develop front-line leadership
• Envision continuous improvement initiatives by viewing existing processes and programs through a strategic and innovative lens and leveraging relationships with technology or other partners to implement change
• Envision/experiment with innovative solutions that improve the company’s approach to baggage support
• Develop expert knowledge of United baggage operations and product offerings/programs
• Implement corporate defined policies & procedures, including training and clear communication to front line staff
• Demonstrate budget alignment
• Establish and maintain strong working relationships with employees, union leadership, internal/external stakeholders, as well as counterparts at other airlines
• Responsible for day-to-day execution of operation, including setting coaching & performance management approach to front-line leaders to achieve goals
• Oversee customer and stakeholder interactions, including customers, airports, Department of Transportation, and other airlines
• Deliver on the objective of de-stressing the customer experience with a timely and personalized response (optimizing compensation as appropriate)
• Transform the customer recovery journey by innovating across the customer and/or agent experience, evaluating ways to improve customer interactions or productivity at various touchpoints in the customer journey
• Enable strong customer advocacy and company improvement by developing a strong feedback loop of the insights received into Baggage Support to other parts of the organization with actionable suggestions/solutions, leveraging data analytics and other analysis to mine the data
• Support and lead care teams in the journey to provide exceptional service to our customers with positive tone, written and verbal