• Supervisor - Airport Operations

    United AirlinesSan Francisco, CA 94103

    Job #1562372137

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    Airport Operations

    The Airport Operations department keeps operations at our airports running smoothly through planning, organization and supervision.

    Job overview and responsibilities

    • 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 on 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 communicationsEngage 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/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 actions plans to affect behavior change (e.g. dependability, overall job performance)

    • 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 in accordance with 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 case management system

    • Attend division/unit/group meetings

    • Participate on collateral projects

    • Email/Voicemail follow up

    Required

    • 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/Continuous Improvement

    • Customer Focus

    • Conflict Resolution

    • Accountability

    • Teamwork

    • Engagement/Motivation

    • Safety orientation

    • Planning/multi-tasking

    • 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

    Preferred

    • Bachelor's degree

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

    Division: 62 Airport Operations

    Function: Airport Management & Administrative

    Equal Opportunity Employer - Minorities/Women/Veterans/Disabled

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