Edward Lightle

Director of Customer Service @United Airlines

San Francisco, CA, US

Oversee the daily operations, financial performance, and personnel management of the Customer Service department. Directly manage a team of over 980 Customer Service Agents and 70 Management personnel, establishing and implementing goals and standards to ensure operational integrity, service excellence, cost efficiency, and compliance with safety requirements. Ensure adherence to host government-specific security checkpoint and baggage screening regulations, aligned with U.S. TSA security directives, mandates, and GSC responsibilities. Monitor departmental performance against plans, initiating corrective actions as necessary to achieve desired results.Assess and justify requirements for equipment, facilities, staffing, and training to meet departmental goals effectively. Collaborate as a team member with headquarters support organizations and other United operating departments to drive company-wide operational success.