Supervisor - Airport Operations Customer Service

4 weeks ago

New York, New York, United States United Airlines Full time

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 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:

  • Provide leadership and oversight of a work area and front-line employees in an operational environment
  • Serve as a subject matter expert on safety, service and procedures
  • Focus on leading and developing the skills of front-line employees 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
  • Engage with front-line employees to review metrics and gain their commitment to act in accordance with Company guidelines and union agreements to help achieve goals
  • Support standard work and continuous improvement processes
  • Supervise the performance of a team and work area, taking action as vital to ensure daily operational goals are met
  • Assess and delegate the appropriate work assignments to front-line employees
  • Provide front-line employees with regular mentoring, feedback and recognition as appropriate
  • Identify issues and engage in structured problem solving to assist front-line employees in accomplishing work
  • Conduct investigations as appropriate into performance, safety, (damages and injuries), complaints and other work issues
  • Provide technical guidance and interpret company guidelines and procedures and/or union agreements to assist front-line employees in performing functional tasks and ensure that safety, security, and service are delivered consistently
  • Partner with vendor supervisor staff to define and address performance impacting shared goals and service delivery to United's customers
  • Complete all required regulatory and Company required documentation of activities
  • Participate in collateral projects

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

Qualifications
What's needed to succeed (Minimum Qualifications):
  • High School Diploma, GED or education equivalent
  • Strong sense of ownership, understands operations and how to translate knowledge to business goals
  • Continuous improvement
  • Customer Focus
  • Conflict resolution, accountability, teamwork, 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
  • Experience leading and influencing a team and customer service experience
  • Must be flexible and willing to work any shift in a 24/hour/7 day a week operation including weekends, nights, and holidays
  • 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 relevant job experience will be equally considered
  • Computer skills including Microsoft Office (Outlook, Word, Excel)
  • Experience leading Union personnel a plus
  • Experience working in Airport Operations, including Customer Service

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 to request accommodation.


Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT

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