Job Overview
Employment Type
Full-time
Compensation
Type:
Salary
Rate:
Range $75,970.80 - $92,853.20
Benefits
Medical insurance
Dental Insurance
Vision Insurance
Life insurance
accident and disability coverage
Parental leave
Employee assistance program
Commuter Benefits
Paid holidays
Paid Time Off
401(k) retirement plan
flight privileges
Job Description
United Airlines is a leading global airline company that connects people and cultures by flying to numerous destinations worldwide. With an extensive route network, United Airlines is committed to supporting its employees' growth and success while delivering top-quality service to its customers. The company is dedicated to creating an inclusive work environment, fostering career development, and providing comprehensive benefits that promote health, wellness, and work-life balance. As part of United's airport operations team, employees play a vital role in ensuring smooth, efficient, and safe airport services, from the check-in counters to baggage handling and customer service at the gates.
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Job Requirements
- High school diploma or equivalent
- Experience in leading and influencing a team
- Customer service experience
- Strong written and oral communication skills
- Conflict resolution and decision making abilities
- Proficiency in IT systems and workplace software
- Ability to provide coaching and feedback
- Experience with union personnel is a plus
- Ability to manage performance and safety standards
- Strong planning and multi-tasking skills
- Commitment to safety and service excellence
- Ability to handle employee and customer issues effectively
- Familiarity with regulatory and company documentation procedures
- Availability to attend meetings and participate in projects
- Ability to adapt to a fast-paced environment and work collaboratively
Job Qualifications
- High school diploma or equivalent
- Experience leading and influencing a team
- Customer service experience
- Strong written and oral communication skills
- Conflict resolution and decision making abilities
- Experience supervising union personnel is a plus
- Proficient in IT systems and common workplace software
- Business acumen and continuous improvement mindset
- Strong customer focus
- Accountability and teamwork skills
- Engagement and motivation capabilities
- Safety orientation
- Planning and multi-tasking abilities
- Ability to ensure delivery of service, performance, and safety objectives
- Familiarity with operational performance metrics
- Experience managing controllable expenses
- Knowledge of revenue generation and front-line performance indicators
- Ability to serve as first responder for co-worker and customer issues
- Skills in improving union relations and working within contractual language
Job Duties
- Engage front-line co-workers to deliver excellent customer service and on-time quality products
- Monitor front-line behavior and compliance with company guidelines and procedures
- Oversee team performance to meet daily goals
- Delegate work tasks to Service Directors, Leads, and Pursers
- Identify issues and engage in problem-solving to assist co-workers
- Conduct trend analyses, review metrics, and lead performance dialogues
- Develop and implement standard work and continuous improvement processes
- Set performance expectations and provide coaching, feedback, and recognition
- Communicate priorities clearly for continuity across shifts
- Serve as subject matter expert on service and procedures
- Develop action plans for behavior change and performance improvement
- Provide technical guidance and interpret company policies and union agreements
- Address and take corrective action on performance issues
- Conduct routine investigations into safety, complaints, and work issues
- Partner with vendor supervisors to align performance goals
- Participate in peer, safety, and accident review boards
- Confront and resolve inappropriate behaviors with specific feedback
- Complete all mandatory regulatory and company documentation
- Document performance issues in case management system
- Attend meetings and participate in collateral projects
- Follow up on emails and voicemails promptly
Job Location
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