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.

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 ActivitiesEngage 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 proceduresPerformance Management ActivitiesDevelop 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 Uniteds customersParticipate in peer, safety and accident review boardsConfront and address inappropriate behavior and performance issues with specific feedbackAdministrative ActivitiesComplete 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

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.

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 ActivitiesEngage 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 proceduresPerformance Management ActivitiesDevelop 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 Uniteds customersParticipate in peer, safety and accident review boardsConfront and address inappropriate behavior and performance issues with specific feedbackAdministrative ActivitiesComplete all mandatory regulatory and Company required documentation of activitiesDocument performance issues into case management systemAttend division/unit/group meetingsParticipate on collateral projectsEmail/Voicemail follow upMinimum Qualifications:High School Diploma, GED or education equivalentStrong sense of ownership, understands operations and how to translate knowledge to business goals2 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

Preferred Qualifications:Bachelors degree or equivalent experience or relevant job experience will be equally consideredExperience leading Union personnel a plusExperience working in Airport Operations, including Ramp ServiceMinimum Qualifications:High School Diploma, GED or education equivalentStrong sense of ownership, understands operations and how to translate knowledge to business goals2 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

Preferred Qualifications:Bachelors degree or equivalent experience or relevant job experience will be equally consideredExperience leading Union personnel a plusExperience working in Airport Operations, including Ramp Service