Supervisor - Airport Operations Customer Service

What’s needed to succeed (Minimum Qualifications):
•    High school diploma or GED/Education 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 a plus
•    Proficient in IT systems and common software appropriate to work group
•    Business Insight/Continuous Improvement
•    Customer Focus
•    Conflict Resolution
•    Accountability
•    Partnership
•    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 Expense (Easy Hours, late lunches)
•    Revenue generation (upsell)
•    Front line performance (SSEs)
•    Safety performance (OSHA, LTI, damages)
•    Serve as first responder for co-worker / customer issues, measured through employee engagement surveys, customer feedback surveys, survey results-UP, lower number of employee grievances
•    Improved union relations- working within 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 a crucial function of the position
•    United will consider applicants with criminal histories consistent with the Fair Chance Ordinance

What will help you propel from the pack (Preferred Qualifications):
•    Bachelor's degree and/or 5+ years equivalent work experience
•    Has lead a team with direct reports

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. 

Key Responsibilities:
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
•    Supervise front-line co-worker behavior with customers (both internal and external) to ensure consistency and compliance with Company guidelines, procedures and standards
•    Supervise 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
•    Review data and trends, and take action to address areas not meeting expectations. Facilitate performance discussions with front-line team to review performance and issue 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 mentoring, feedback and recognition, as appropriate
•    Develop skills of front-line co-workers by mentoring on performance, as it relates to customer service and products
•    Communicate optimally to ensure priorities are understood and acted upon, with clear turnover for continuity across shifts
•    Serve as a subject matter authority on service and procedures
Performance Management Activities
•    Develop actions plans to affect behavior change (e.g. dependability, overall job performance)
•    Provide technical mentorship 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 required regulatory and Company required documentation of activities
•    Document performance issues into case management system
•    Attend division/unit/group meetings
•    Participate on collateral projects
•    Email/Voicemail follow up
United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table!