Job Overview
Employment Type
Full-time
Compensation
Type:
Salary
Rate:
Range $80,235.90 - $98,066.10
Work Schedule
Standard Hours
Benefits
Medical insurance
Dental Insurance
Vision Insurance
Life insurance
accident insurance
Disability insurance
Parental leave
Employee assistance program
Commuter Benefits
Paid holidays
Paid Time Off
401(k) Plan
flight privileges
Job Description
United Airlines is a leading global airline that offers extensive travel routes to destinations around the world. Renowned for its commitment to quality service and operational excellence, United Airlines supports its employees by providing top-tier health and wellness benefits and opportunities for career growth. The airline fosters a supportive work environment where team collaboration and customer satisfaction are priorities. United Airlines provides a diverse and inclusive workplace, emphasizing equal opportunity and accessibility for all employees. The operational teams at United are vital to maintaining smooth airport functions, ensuring that flights depart on time and passengers receive excellent service throughout their... Show More
Job Requirements
- 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 skills
- Ability to lead
- Preferred bachelor's degree and/or 5+ years equivalent experience
- Proficient in IT systems and software
- Experience supervising union personnel a plus
- Ability to manage operational performance and safety standards
- Capability to develop and implement performance improvement plans
- Knowledge of company guidelines and union agreements
- Strong coaching and feedback skills
- Ability to handle employee grievances and conduct investigations
- Effective communication skills
- Commitment to safety orientation
- Skills in planning and multi-tasking
- Experience with expense management
- Capability to enhance revenue generation
- Teamwork and motivation abilities
- Engagement with staff and customers
- Understanding of compliance and performance metrics
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 skills
- Ability to lead
- Experience supervising union personnel a plus
- Proficient in IT systems and common software
- Business acumen
- Continuous improvement mindset
- Customer focus
- Accountability
- Teamwork
- Engagement and motivation skills
- Safety orientation
- Planning and multi-tasking abilities
- Knowledge of operational performance standards
- Experience with controllable expense management
- Revenue generation experience
- Understanding of front-line performance metrics
- Safety performance knowledge
- Ability to serve as first responder for co-worker and customer issues
- Skills in improving union relations within contractual language
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 to ensure consistency and compliance with company guidelines and standards
- Monitor the performance of a team, zone or cell, taking actions as necessary to ensure daily goals are met
- Assess and delegate appropriate work tasks to service directors, leads or pursers
- Identify issues and engage in structured problem solving to assist front-line co-workers
- Conduct trend analyses, review key metrics and lead performance dialogues with front-line co-workers
- Develop and implement standard work and continuous improvement processes
- Set expectations with co-workers regarding performance standards
- Provide regular coaching, feedback and recognition to front-line co-workers
- Develop skills of front-line co-workers by coaching on performance related to customer service and products
- Communicate effectively across shifts for continuity
- Serve as a subject matter expert on service and procedures
- Develop action plans to affect behavior change
- Provide technical guidance and interpret company guidelines and union agreements
- Identify and address performance issues with appropriate corrective action
- Conduct routine investigations into performance, safety, complaints and other work issues
- Recognize and document excellent performance
- Partner with vendor supervisors to address shared goals and service delivery
- Participate in peer, safety and accident review boards
- Confront and address inappropriate behavior and performance issues
- Complete all required regulatory and company documentation
- Document performance issues in the case management system
- Attend division, unit or group meetings
- Participate in collateral projects
- Perform email and voicemail follow-up
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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