Job Overview
Employment Type
Full-time
Compensation
Type:
Salary
Rate:
Range $80,235.90 - $98,066.10
Work Schedule
Standard Hours
Benefits
Medical
Dental
Vision
Life insurance
Disability Coverage
Paid Time Off
Parental leave
Employee assistance program
Commuter Benefits
Paid holidays
401(k)
flight privileges
Job Description
United Airlines is a leading global airline that serves airports worldwide, committed to delivering exceptional service and operational excellence. Renowned for its extensive route network and customer-centric approach, United Airlines offers a dynamic work environment where employees can grow their careers, enjoy top-tier health and wellness benefits, and build lasting connections with colleagues and customers alike. The company promotes a culture of teamwork, continuous improvement, and safety, ensuring every aspect of the travel experience is seamless and enjoyable. United Airlines is dedicated to inclusivity and equal opportunity employment, fostering a diverse and supportive workplace where individuals are empowered to thrive... Show More
Job Requirements
- 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 a plus
- Proficient in IT systems and common software appropriate to work group
- Must be legally authorized to work in the United States without sponsorship
- Successful completion of interview
- Reliable, punctual attendance
- United will consider applicants with criminal histories consistent with Fair Chance Ordinance
Job 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 a plus
- Proficient in IT systems and common software appropriate to work group
- Business acumen and continuous improvement
- Customer focus
- Conflict resolution
- Accountability
- Teamwork
- Engagement and motivation
- Safety orientation
- Planning and multi-tasking
- Ensure front line co-workers are delivering on service, performance and safety objectives set by the company and station
- Operational performance knowledge including D:0, A:14, bridges, late weights, freight and mail boarded as booked
- Controllable expense management such as easy hours, late lunches
- Revenue generation including upsell
- Front line performance including SSEs
- Safety performance including OSHA, LTI, damages
- Serve as first responder for co-worker and customer issues
- Improved union relations working within contractual language
- Must be legally authorized to work in the United States without sponsorship
- Successful completion of interview
- Reliable, punctual attendance
- United will consider applicants with criminal histories consistent with Fair Chance Ordinance
Job Duties
- Engage front-line co-workers to deliver excellent customer service and an on-time quality product
- Engage and recognize external customers
- Monitor front-line co-worker behavior with customers 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 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 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 action plans to affect behavior change such as dependability and overall job performance
- Provide technical guidance and interpret company guidelines and procedures or union agreements
- Identify, address and issue appropriate and timely corrective action in accordance with guidelines
- Conduct routine investigations into performance, safety, 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 case management system
- Attend division, unit and group meetings
- Participate on collateral projects
- Perform email and voicemail follow up
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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