Supervisor - Airport Operations Ramp Service

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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. 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 key 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 case management system
• Attend division/unit/group meetings
• Participate on collateral projects
• Email/Voicemail follow up

What’s needed to succeed (Minimum Qualifications):

• High School Diploma, GED or education equivalent
• Strong sense of ownership, understands operations and how to translate knowledge to business goals
• 2+ years of experience leading and influencing a team and customer service experience
• Continuous improvement
• Customer Focus
• Conflict resolution, accountability, collaboration, engagement/motivation
• Safety orientation
• Planning/multi-tasking
• Strong written and oral communication skills
• Decision making with an ability to lead
• Proficient in IT systems and common software appropriate to work group, including Microsoft Office (Outlook, Word Excel)
• Must be flexible and willing to work any shift in a 24/hour/7 day a week operation including weekends, nights, and holidays
• Must possess a valid state-issued driver’s license, and acceptable driving record
• Must NOT have lived outside of the United States in the past 3 years for any period longer than six months, except for military duty or government-approved exceptions
• 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 or equivalent experience or relevant job experience will be equally considered
• Experience leading Union personnel a plus
• Experience working in Airport Operations, including Ramp Service