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.
Join our Airport Management Team as we continue to develop the world’s leading airline. As Supervisor of Airport Operations, you play a meaningful role in assuring that high Safety Regulations are met at all times, Station Goals are achieved, and excellent Customer Service levels are maintained.
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
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
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 per 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
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.
Qualifications
Required
High school diploma or equivalent
Experience leading and influencing a team and customer service experience in the airline industry
Strong written and oral communication skills
Conflict resolution and decision-making, with the ability to lead
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 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 grievances
Improved union relations- working within contractual language
Must be legally authorized to work in Germany for any employer without sponsorship
Must be fluent in English and German (written and spoken)
Successful completion of interview required to meet job qualification
Reliable, punctual attendance is an essential function of the position
Preferred
Bachelor's degree or 4 years of relevant work experience