Job overview and responsibilities

This role will lead and manage the performance of the Customer Care teams within the Customer Solutions and Recovery organization, developing the talents of the Care teams as well as fully leveraging headquarters resources to maximize overall performance. Create meaningful connections with our internal and external customers by reducing effort and personalizing the customer experience. The director will achieve objectives through consistently delivering caring service, coaching, development, and performance management of team talent, demonstrate value and budget alignment across recovery channels. Cultivation of appropriate relationships to transform the customer journey in the recovery process, ultimately simplifying the customer and team member experience. In-office expectation is 3-4 days/week at Uniteds Network Operations Center in Arlington Heights, IL.

• Success will be measured by the following:
  • Directors ability to work through continuous improvement by viewing existing processes and programs through a strategic and innovative lens and leveraging relationships with our digital and technology partners to implement change.
  • Develop expert knowledge of United product offerings/programs
  • Implementation of corporate defined policies & procedures, including appropriate training and communication to front line staff
  • Set clear expectations for front-line leaders and consistently deliver caring service
  • Directs all activities to achieve best in class Customer Experience, care operations, demonstrate value budget alignment across customer recovery teams
  • Establishing and maintaining appropriate working relationships with employees and counterparts in legal, public relations, social media intelligence, corporate security, and other teams
  • Responsible for the development and performance of 50+ team members at the NOC
  • Monitors recovery team performance, and initiates actions or changes to improve results supporting continuous improvement objectives
  • Ensure that United is utilizing advanced technologies to improve customer experience, and maximize return on technology investment
  • Ensure leadership continuity plan within a 24/7 customer experience environment.
• Responsible for performance management of Care recovery teams
• Manage post travel customer interactions conducted by the care teams, including DOT, and Alliance and complaints with the intention of de-stressing the customer experience, minimizing complaints and response times
• Transform the customer recovery journey by innovation and evaluating channels to improve customer interactions at various touchpoints in the customer journey
• Acts as an advocate of customers and products
• Develop long term team strategy across all of the customer facing workstreams in portfolio, driving change to business practices which are designed to mitigate any brand risk.

• Ensure that NOC communications are delivered accurately and comprehensively, providing key stakeholders the necessary information with both routine updates and high visibility reporting of irregular operations.

What’s needed to succeed (Minimum Qualifications):

• Bachelors degree or 8 years of relevant work experience

• +3 years of operational leadership in a discipline that involves customer facing and/or public brand management.

• Change Management Expert
• Communication Skills
• Innovative
• People Leader
• Leadership Development
• Problem and Solution Oriented
• Strategic Thinker
• Relationship Builder
• Collaborator
• Caring
• 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):

• Masters degree