Managing Director - Airport Operations Customer Service

Managing Director of Airport Operations Customer Service

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The Airport Operations department keeps operations at our airports running smoothly through planning, organization, and supervision.

The Managing Director of Airport Operations Customer Service is responsible for overseeing all aspects of safety, customer satisfaction, personnel management, and operational performance within the department. This role includes managing a $150 million budget and leading a team of over 1,300 employees in a high-volume operation supporting approximately 400 daily flights, including express services. This leader is expected to possess deep expertise in airport operations, customer service, logistics, digital technology, and financial management. A demonstrated ability to take decisive action grounded in strong analytical thinking, results-driven leadership, and a commitment to customer service excellence is essential. The role requires close collaboration with a variety of internal departments which includes but are not limited to Ramp Services, Station Ops Control (SOC), Flight Ops, Inflight, Maintenance, Technology, CSC, Corporate Communications, in addition to government agencies, business partners and the local airport community. The leader provides results by establishing direction, aligning employees, and motivating them.

Job Overview and Responsibilities

• Operational planning and safe implementation of all ATW operations.
• Strategically plan the long-term development of departments operations.
• Business/Employee relationship development.
• Management and frontline employee interaction and development.
• Interfacing with divisional department leaders and peers.
• Working with business partners and vendors.
• Focus on leading and developing the skills of front-line co-workers with the goal of delivering consistent and excellent customer service, as measured in NPS scores. Delivering a quality product in accordance with Company guidelines.
• Maximize operational performance, financial controls, and safety.

Qualifications

What's needed to succeed (Minimum Qualifications):

• Bachelor's degree or equivalent work experience.
• 10+ years aviation experience.
• 2+ years leadership experience in an Airport Operations environment.
• Strong knowledge of airport operations specific to customer service and station controls.
• Excellent communication skills.
• Ability to direct and develop management team, as well as ability to engage frontline employee population.
• Ability to lead and sustain continuous improvement environment and initiatives.
• Business acumen to include embracing technology and automation.
• Ability to promote and execute a safe working environment.
• Demonstrated leadership ability in a fast-paced environment and leading a large-scale organization.
• 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):

• MBA or Master's degree in related field.
• 5+ years leadership experience.

The base pay range for this role is $196,460.00 to $255,844.00. 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.