Description

Find your future at United! We’re reinventing what our industry looks like, and what an airline can be – from the planes we fly to the people who fly them. When you join us, you’re joining a global team of 100,000+ connected by a shared passion with a wide spectrum of experience and skills to lead the way forward.

Achieving our ambitions starts with supporting yours. Evolve your career and find your next opportunity. Get the care you need with industry-leading health plans and best-in-class programs to support your emotional, physical, and financial wellness. Expand your horizons with travel across the world’s biggest route network. Connect outside your team through employee-led Business Resource Groups.

Create what’s next with us. Let’s define tomorrow together.

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.

Airport Operations

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

Job overview and responsibilities

The supervisor will focus on leading and developing the skills of front-line co-workers with the goal of delivering consistent and excellent customer service and delivering a quality product in accordance with Company guidelines. Ensure consistency in operational, service, and product delivery. Lead performance dialogues with front-line co-workers to review metrics, performance boards, and issues boards. Develop and support standard work and continuous improvement processes. Oversee and support the performance of a team, zone, or cell. Focus on performance issues with the goal of changing co-worker behavior. Set expectations with front-line co-workers and gain their commitment to act in accordance with Company guidelines and union agreements. Serve as subject matter expert on safety, service, and procedures.

Team Leadership Activities

• Engage front-line co-workers to deliver excellent customer service and an on-time quality product – for example, participate in briefings, and develop team communications.

• Engage and recognize external customers.

• Monitor front-line co-worker behavior with customers (both internal and external) to ensure consistency and compliance with Company guidelines, procedures, and standards.

• Monitor the performance of a team, zone, or cell, taking actions as necessary, to ensure daily goals are met.

• Assess and delegate the appropriate work tasks to Service Directors/Leads/Pursers.

• Identify issues and engage in structured problem-solving to assist front-line co-workers in accomplishing work.

• Conduct trend analyses, review metrics, and take actions to address items not on track – lead performance dialogues with front-line co-workers to review metrics, performance boards, and issues boards.

• Develop and implement standard work and continuous improvement processes.

• Set expectations with co-workers with regard to performance standards including consistent and outstanding delivery of service and product.

• Provide front-line co-workers with regular coaching, feedback, and recognition, as appropriate.

• Develop skills of front-line co-workers by coaching on performance, as it relates to customer service and products.

• Communicate effectively to ensure priorities are understood and acted upon, with clear turnover for continuity across shifts.

• Serve as a subject matter expert on service and procedures.

Performance Management Activities

• Develop actions plans to affect behavior change (e.g. dependability, overall job performance).

• Provide technical guidance and interpret company guidelines and procedures and/or union agreements to assist employees in performing functional tasks and to ensure that safety, security, and service are delivered consistently.

• Identify, address, and issue appropriate and timely corrective action in accordance with guidelines.

• Conduct “routine” investigations, as appropriate, into performance, safety (damages and injuries), complaints, and other work issues.

• Recognize and document excellent performance.

• Partner with vendor supervisor staff to define and address performance impacting shared goals and service delivery to United’s customers.

• Participate in peer, safety, and accident review boards.

• Confront and address inappropriate behavior and performance issues with specific feedback.

Administrative Activities

• Complete all mandatory regulatory and Company required documentation of activities.

• Document performance issues into the case management system.

• Attend division/unit/group meetings.

• Participate in collateral projects.

• Email/Voicemail follow up.

Qualifications

What’s needed to succeed (Minimum Qualifications):

• High school diploma or equivalent.

• Experience leading and influencing a team and customer service experience.

• Strong written and oral communication skills.

• Conflict resolution and decision-making, with the ability to lead.

• Experience supervising Union personnel is a plus.

• Proficient in IT systems and common software appropriate to workgroup.

• Business Acumen/Continuous Improvement.

• Customer Focus.

• Conflict Resolution.

• Accountability.

• Teamwork.

• Engagement/Motivation.

• Safety orientation.

• Planning/multi-tasking.

• Ensure front-line co-workers are delivering on service, performance, and safety objectives set by the company and station.

• Operational performance (D:0, A:14, bridges, late weights, freight, and mail boarded as booked).

• Controllable Expenses (Easy Hours, late lunches).

• Revenue generation (upsell).

• Front-line performance (SSEs).

• Safety performance (OSHA, LTI, damages).

• Serve as a first responder for co-worker/customer issues, measured through employee engagement surveys, and customer feedback surveys. Survey results-UP, lower number of employee grievances.

• Improve union relations- working within the contractual language.

• 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):

• Bachelor's degree or 4 years of relevant work experience

Job Posting End Date is 2-20-2025

The base pay range for this role is $75,970.80 to $92,853.20.

The base salary range/hourly rate listed is dependent on job-related, non-discriminatory 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 JobAccommodations@united.com to request accommodation.