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.

Job overview and 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.

Engage front-line co-workers to deliver excellent customer service and an on-time quality product – for example, participate in briefings, and develop team communicationsEngage and recognize external customersMonitor front-line co-worker behavior with customers (both internal and external) to ensure consistency and compliance with Company guidelines, procedures and standardsMonitor the performance of a team, zone or cell, taking actions as necessary, to ensure daily goals are metAssess and delegate the appropriate work tasks to Service Directors/Leads/PursersIdentify issues and engage in structured problem solving to assist front-line co-workers in accomplishing workConduct 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 boardsDevelop and implement standard work and continuous improvement processesSet expectations with co-workers with regard to performance standards including consistent and outstanding delivery of service and productProvide front-line co-workers with regular coaching, feedback and recognition, as appropriateDevelop skills of front-line co-workers by coaching on performance, as it relates to customer service and productsCommunicate effectively to ensure priorities are understood and acted upon, with clear turnover for continuity across shiftsServe as a subject matter expert on service and proceduresDevelop 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 consistentlyIdentify, address and issue appropriate and timely corrective action in accordance with guidelinesConduct “routine” investigations, as appropriate, into performance, safety (damages and injuries), complaints and other work issuesRecognize and document excellent performancePartner with vendor supervisor staff to define and address performance impacting shared goals and service delivery to United’s customersParticipate in peer, safety and accident review boardsConfront and address inappropriate behavior and performance issues with specific feedbackComplete all mandatory regulatory and Company required documentation of activitiesDocument performance issues into case management systemAttend division/unit/group meetingsParticipate on collateral projectsEmail/Voicemail follow up

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.

Job overview and 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.

Engage front-line co-workers to deliver excellent customer service and an on-time quality product – for example, participate in briefings, and develop team communicationsEngage and recognize external customersMonitor front-line co-worker behavior with customers (both internal and external) to ensure consistency and compliance with Company guidelines, procedures and standardsMonitor the performance of a team, zone or cell, taking actions as necessary, to ensure daily goals are metAssess and delegate the appropriate work tasks to Service Directors/Leads/PursersIdentify issues and engage in structured problem solving to assist front-line co-workers in accomplishing workConduct 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 boardsDevelop and implement standard work and continuous improvement processesSet expectations with co-workers with regard to performance standards including consistent and outstanding delivery of service and productProvide front-line co-workers with regular coaching, feedback and recognition, as appropriateDevelop skills of front-line co-workers by coaching on performance, as it relates to customer service and productsCommunicate effectively to ensure priorities are understood and acted upon, with clear turnover for continuity across shiftsServe as a subject matter expert on service and proceduresDevelop 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 consistentlyIdentify, address and issue appropriate and timely corrective action in accordance with guidelinesConduct “routine” investigations, as appropriate, into performance, safety (damages and injuries), complaints and other work issuesRecognize and document excellent performancePartner with vendor supervisor staff to define and address performance impacting shared goals and service delivery to United’s customersParticipate in peer, safety and accident review boardsConfront and address inappropriate behavior and performance issues with specific feedbackComplete all mandatory regulatory and Company required documentation of activitiesDocument performance issues into case management systemAttend division/unit/group meetingsParticipate on collateral projectsEmail/Voicemail follow up

Required

High school diploma or equivalentExperience leading and influencing a team and customer service experienceStrong written and oral communication skillsConflict resolution and decision making, with the ability to leadExperience supervising Union personnel a plusProficient in IT systems and common software appropriate to work groupBusiness Acumen/Continuous ImprovementCustomer FocusConflict ResolutionAccountabilityTeamworkEngagement/MotivationSafety orientationPlanning/multi-taskingEnsure 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 grievancesImproved union relations- working within contractual languageMust be legally authorized to work in the United States for any employer without sponsorshipSuccessful completion of interview required to meet job qualificationReliable, punctual attendance is an essential function of the position

Preferred

Bachelors degree or 4 years of relevant work experience

Required

High school diploma or equivalentExperience leading and influencing a team and customer service experienceStrong written and oral communication skillsConflict resolution and decision making, with the ability to leadExperience supervising Union personnel a plusProficient in IT systems and common software appropriate to work groupBusiness Acumen/Continuous ImprovementCustomer FocusConflict ResolutionAccountabilityTeamworkEngagement/MotivationSafety orientationPlanning/multi-taskingEnsure 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 grievancesImproved union relations- working within contractual languageMust be legally authorized to work in the United States for any employer without sponsorshipSuccessful completion of interview required to meet job qualificationReliable, punctual attendance is an essential function of the position

Preferred

Bachelors degree or 4 years of relevant work experience