Supervisor - Airport Operations

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.

What’s needed to succeed (Minimum Qualifications):

• High school diploma, GED or equivalent experience
• 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
• Continuous Improvement
• 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 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 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

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:

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 on 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. Coordinate and support the performance of a team, zone or cell. Focus on performance issues with the goal of changing co-worker behavior. Serve as subject matter expert on safety, service and procedures.

• Engage and recognize external customers
• 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
• 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
• Communicate effectively to ensure priorities are understood and acted upon, with clear turnover for continuity across shifts
• 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
• 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
• Complete all regulatory and Company required documentation of activities
• Document performance issues into case management system
• Attend division/unit/group meetings and participate on collateral projects
• Email/Voicemail follow up