DescriptionFind 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 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.
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 Leads
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
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
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
QualificationsWhat’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
Improved 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: 03/30/2025The 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 [email protected] to request accommodation.