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Assistant Manager - Airport Operations Customer Service

March 11, 2026

Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network. Come join us to create what’s next. Let’s define tomorrow, together. <h2>Description</h2>At United, we fly into airports around the entire world. And we need a whole team of people to keep things running in tip-top shape! From the exceptional service at the check-in counter to the departure gate, and even behind the scenes making sure your checked bags arrive with you, our Airport Operations team keeps operations at our airports running smoothly every single day. Job overview and responsibilities The Assistant Manager – AO Customer Service manages day-to-day operational oversight of Customer Service activities for the Hub station, including safety, performance, customer service, employee enablement, and development of a Core4 culture. In some cases, Assistant Managers serve as ‘product managers’ responsible for both Customer Service activities and personnel in specific operational areas. This role leads execution of operational plans supporting station and Company objectives through process management and continuous improvement. The Assistant Manager develops and maintains administrative practices that track service, safety, financial, and employee relations metrics, which may include assigned budget responsibility. Assistant Managers lead assigned projects through all four phases of project management: envision, design, build, and activate.<ul><li>Support the achievement of station operational objectives, goals, and metrics to drive overall station performance by being visible and engaged in the operation </li><li>Promote positive employee and labor relations through ongoing engagement and effective communication; support employee development initiatives to foster a collaborative and productive work environment. </li><li>Direction and development of Frontline Supervisor Team - Provide strategic direction and development to the Frontline Supervisor team and Lead Customer Service Representatives Build strong relationships with employees at all levels to enhance morale, motivation, and foster a positive employee culture </li><li>Manage daily station safety programs to achieve the highest level of compliance with safety and security standards and regulations, while optimizing safety performance against station goals. </li></ul><h2>Qualifications</h2>What’s needed to succeed (Minimum Qualifications):<ul><li>Associate's degree or equivalent work experience</li><li>1+ years of operational experience</li><li>1+ years of management experience</li><li>1+ years of experience managing, coaching and developing management employees </li><li>Demonstrate unwavering commitment to supporting a 24/7/365 operation with the ability to remain calm, focused, and effective under pressure.</li><li>Demonstrate the ability to inspire and energize employees at all levels while showing genuine empathy toward both employees and customers.</li><li>Excellent written and verbal communication skills</li><li>Proficient in Microsoft Word, Excel, and PowerPoint</li><li>Must be legally authorized to work in the United States for any employer without sponsorship</li><li>Successful completion of interview required to meet job qualification</li><li>Reliable, punctual attendance is an essential function of the position </li></ul>What will help you propel from the pack (Preferred Qualifications): <ul><li>Bachelor's Degree or related field experience in an airline operational environment</li><li>3+ years of operational experience</li><li>Experience in leading unionized employees</li><li>Understanding of resource planning and labor finance</li><li>Understanding of business case development </li><li>Understanding of collective bargaining agreements </li></ul> The base pay range for this role is $88,259.40 to $107,872.60. 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 <a href="mailto:JobAccommodations@united.com" target="_blank">JobAccommodations@united.com</a> to request accommodation.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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