Job Details

Description

Job overview and responsibilities

Acts as a trusted travel advisor/communicator to provide accurate flight information to customers via text, email, the United application and united.com website.

• Manage day-to-day wide range of communication requests that support our operation and teams across the company by utilizing operational tools like SHARES, Unimatic, Volare to determine root cause of a delay
• Also responsible for crafting operational communication like travel waivers and operational advisories
• Actively monitor flights for in-the-moment delay, cancellation, and operational impact messaging
• Prepare in-the-moment ad hoc and proactive messaging, when requested
• Work collaboratively with business partners across the organization including Contact Center, Network Operations Center (NOC), Station Operation Centers (SOC), Airport Operations using operational tools to determine flight delays to craft a tailored message for our customers and employees

• Bachelor's degree or 4 years of relevant work experience in Communications or relevant field of study
• 2+ years communications related experience
• Airline or travel industry experience
• Strong leadership capabilities including the ability to develop and motivate team members
• Ability to effectively communicate and collaborate with all levels within the organization
• Advanced copywriting and conversational communications skills
• High standard for quality and attention to detail
• Strong customer service mindset
• Excellent interpersonal and problem-solving skills
• Keen ability to work independently and in a team setting
• Strong ownership mindset and resolve to follow-through
• Able to adapt to a fast-paced and rapidly changing environment
• Flexibility to work various shifts to support 24/7/365 operation (including overnight, weekend, holiday, and overtime hours)
• Ability to work both in-office and remotely, based on scheduling and operational needs
• 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

• Professional writing experience
• Customer service experience