There’s never been a more exciting time to join United Airlines. We’re on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly, and we can only do that with a truly diverse and inclusive workforce. Our careers include competitive benefits package aimed at keeping you happy, healthy and well-traveled. From world-class benefits and space available travel privileges, United is truly a one-of-a-kind place to work. Are you ready to travel the world?

Whether our customers are traveling for business or pleasure, you are the professional in the airport that crafts important connections and encourages an environment where everyone feels welcome, valued, and respected. You will be interacting with our domestic and international customers in our lobbies and at gates, helping them with ticketing, baggage, greeting customers as they start and end their journey and doing it with a smile. You will provide friendly, professional, confident, and insightful service to help resolve customer travel issues and make their experience memorable.

Job overview and responsibilities

Responsible for overseeing Above and Below the Wing operations to ensure excellent customer service is maintained. Assist the General Manager in the day-to day operation by monitoring operational metrics to ensure station’s success.Direct oversight of ATW and BTW vendor employees to ensure United policies and procedures are followed, with a focus on Safety, Service and On-Time Performance.Available for both internal and external customers, and works with vendor team members to resolve customer problemsResponsible for, but not limited to, day to day leadership, acts as subject matter expert to provide coaching, feedback and input to station managementAct as team coordinator and encourage goal achievement and accountability with front line vendor staffMay be required to provide instruction, pre- and post-flight briefings, and training to vendor employeesPerform other functions to ensure quality customer service combined with a safe, clean and reliable operationMay perform administrative reporting responsibilities; such as, customer care inquiries, Complain Resolution Official, Ground Security Coordinator, Internal Controls Audits, MOCHA Internal Safety Audits, validation of reports, invoice validation etc.Plan for irregular operations and lead in service recovery plans, to include establishing and monitoring hotel emergency list, and updating the Emergency Response PlanBrief ground handler supervisor regarding flight irregularities, manpower needs and create game plan if necessaryEnsure daily set-up and break down of all signage, stanchions and check-in at ticket counters and podiumsEnsure all IT equipment, radios, MAP devices, printers, and scanners are operational, including monitor of station supply needsMonitor regulatory training compliance to help drive improvements in training satisfactionInform management of any issues and initiate corrective action planPrepare Operations Daily Sheets and send General DeclarationsRepresent the company and maintains positive relations with vendor employees, other airlines, airport authorities and local governmental agenciesMay be required to attend meetings and perform other duties as designated by GM

This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded.

There’s never been a more exciting time to join United Airlines. We’re on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly, and we can only do that with a truly diverse and inclusive workforce. Our careers include competitive benefits package aimed at keeping you happy, healthy and well-traveled. From world-class benefits and space available travel privileges, United is truly a one-of-a-kind place to work. Are you ready to travel the world?

Whether our customers are traveling for business or pleasure, you are the professional in the airport that crafts important connections and encourages an environment where everyone feels welcome, valued, and respected. You will be interacting with our domestic and international customers in our lobbies and at gates, helping them with ticketing, baggage, greeting customers as they start and end their journey and doing it with a smile. You will provide friendly, professional, confident, and insightful service to help resolve customer travel issues and make their experience memorable.

Job overview and responsibilities

Responsible for overseeing Above and Below the Wing operations to ensure excellent customer service is maintained. Assist the General Manager in the day-to day operation by monitoring operational metrics to ensure station’s success.Direct oversight of ATW and BTW vendor employees to ensure United policies and procedures are followed, with a focus on Safety, Service and On-Time Performance.Available for both internal and external customers, and works with vendor team members to resolve customer problemsResponsible for, but not limited to, day to day leadership, acts as subject matter expert to provide coaching, feedback and input to station managementAct as team coordinator and encourage goal achievement and accountability with front line vendor staffMay be required to provide instruction, pre- and post-flight briefings, and training to vendor employeesPerform other functions to ensure quality customer service combined with a safe, clean and reliable operationMay perform administrative reporting responsibilities; such as, customer care inquiries, Complain Resolution Official, Ground Security Coordinator, Internal Controls Audits, MOCHA Internal Safety Audits, validation of reports, invoice validation etc.Plan for irregular operations and lead in service recovery plans, to include establishing and monitoring hotel emergency list, and updating the Emergency Response PlanBrief ground handler supervisor regarding flight irregularities, manpower needs and create game plan if necessaryEnsure daily set-up and break down of all signage, stanchions and check-in at ticket counters and podiumsEnsure all IT equipment, radios, MAP devices, printers, and scanners are operational, including monitor of station supply needsMonitor regulatory training compliance to help drive improvements in training satisfactionInform management of any issues and initiate corrective action planPrepare Operations Daily Sheets and send General DeclarationsRepresent the company and maintains positive relations with vendor employees, other airlines, airport authorities and local governmental agenciesMay be required to attend meetings and perform other duties as designated by GM

This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded.

Required

Experience in all areas of airport operations, including ticketingProficient in Microsoft Excel and WordAbility to become Ground Security Coordinator and Station Training CoordinatorExcellent time management, follow through and organizational skillsAbility to work independently and demonstrate problem solving abilitiesProven track record of reliabilityMust maintain professional image and appearanceFlexible approach to work standards and dutiesMust be able to work any shift/any day including holidays, weekends and/or nights in a 24 hour operationFor occasional travel to the USA, must have the ability to obtain a United States visa as well as a valid and active passportMust be fluent in English and Chinese (written and spoken)Must be legally authorized to work in Taiwan for any employer without sponsorshipSuccessful completion of interview required to meet job functionReliable, punctual attendance is an essential function of the positionMust be able to pass security background check to obtain necessary badging

Preferred

Bachelor’s degreeTertiary qualifications related to aviation managementPrevious supervisory or leadership experienceFive (5) years’ experience in all areas of Airport Ground Services

Required

Experience in all areas of airport operations, including ticketingProficient in Microsoft Excel and WordAbility to become Ground Security Coordinator and Station Training CoordinatorExcellent time management, follow through and organizational skillsAbility to work independently and demonstrate problem solving abilitiesProven track record of reliabilityMust maintain professional image and appearanceFlexible approach to work standards and dutiesMust be able to work any shift/any day including holidays, weekends and/or nights in a 24 hour operationFor occasional travel to the USA, must have the ability to obtain a United States visa as well as a valid and active passportMust be fluent in English and Chinese (written and spoken)Must be legally authorized to work in Taiwan for any employer without sponsorshipSuccessful completion of interview required to meet job functionReliable, punctual attendance is an essential function of the positionMust be able to pass security background check to obtain necessary badging

Preferred

Bachelor’s degreeTertiary qualifications related to aviation managementPrevious supervisory or leadership experienceFive (5) years’ experience in all areas of Airport Ground Services