How a United Airlines Alum Became a Top Customer Experience Leader.

January 8, 2026 at 12:45 PM•3 min read

Shaine Hobdy, an alum of United Airlines and JetBlue University, was honored by Marquis Who's Who for his four decades of leadership in customer experience and aviation training.

Key Points

1Marquis Who's Who selected Shaine Hobdy for his four decades of leadership in customer experience and publishing.
2Hobdy's career includes key aviation roles at United Airlines, JetBlue University (Inflight Training Manager), and USA3000 Airlines.
3He specialized in operational readiness and crew training, vital for meeting FAA and IATA service standards.
4His leadership is marked by award-winning customer journey optimization and team-building success at global companies.

Shaine Hobdy has been selected for inclusion in the prestigious Marquis Who's Who biographical volumes. This recognition highlights his four decades of distinguished service and leadership across multiple industries. The selection process considers position, noteworthy accomplishments, and visibility in a professional field. Mr. Hobdy's career is defined by his commitment to customer service and empowering others.

A Career Rooted in Aviation Service

Mr. Hobdy’s professional journey began in the aviation sector. His lifelong dream was realized as a flight attendant for United Airlines in the mid-1980s. He also served as an initial inflight instructor for the airline. This foundational experience shaped his approach to customer care and service excellence.

He later lent his expertise to airline training programs. From 2002 to 2004, he was an inflight training manager at JetBlue University. Before that, he was an inflight training supervisor. He helped with the inflight readiness certification of USA3000 Airlines between 2001 and 2002. These roles underscore his deep experience in operational readiness and crew training, vital for safety and service standards set by the FAA.

Leadership in Customer Experience and Training

Mr. Hobdy’s focus on service excellence continued beyond the flight deck. He has held senior customer service roles at major global companies. In 2025, he became an experience owner at Assurant. Here, he manages programs to optimize the customer journey. His work involves analyzing data to find barriers to positive experiences. This dedication is crucial for the modern airline industry. The International Air Transport Association (IATA) stresses the importance of seamless passenger flow. This is a key area for all commercial aviation news.

His long tenure at Asurion included several leadership positions. A notable achievement was transitioning a major client program. He motivated and trained 250 employees in just four weeks. This was two weeks ahead of schedule. The team earned top honors in call center operations that same year. This success demonstrates his impactful leadership and team-building strategies.

He was recognized as Platinum Operations Manager of the Year in 2018 at Asurion.
He holds a life-certified customer service professional (CSSP) certification.
He has completed numerous service-related courses from Disney Institute.

A Legacy of Empowerment

Mr. Hobdy is also a multi-award-winning, self-published author. His books channel his leadership experience to inspire readers. Topics include teen leadership and successful team-building strategies. He uses his platform to share messages about servant leadership and empowerment. He is a guest speaker for the National Customer Service Association. His philosophy emphasizes connection over hierarchy. He teaches how meaningful conversations can reduce conflict and foster growth. His enduring legacy is one of service, integrity, and purpose. He aims to help others recognize their own potential as leaders. This is a valuable lesson for all levels of commercial aviation leadership.