Supervisor - Airport Operations Customer Service

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. And we’re growing – in the years ahead, we’ll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy, and well-traveled. From employee-run "Business Resource Group" communities to world-class benefits like parental leave, 401k, and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?

At United, we have the best talent in the world. Our Global Talent Acquisition team is on the frontlines of building the future of our company, one hire at a time. From corporate to operations, pilot to flight attendant, and early career to executive, our team crafts outstanding experiences for our candidates and hiring managers, with diversity, equity, and inclusion top-of-mind in everything we do.

Airport Operations

The Airport Operations department keeps operations at our airports running smoothly through planning, organization, and supervision.

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 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 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 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.

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 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.
• Improve 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

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. 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 JobAccommodations@united.com to request accommodation.