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About the Role

Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network. Come join us to create what’s next. Let’s define tomorrow, together.

Responsibilities

• Serve as the dedicated in-field, frontline supervisor for the operation of United’s suite of premium products, including United Clubs, Polaris lounges, Global Services, VIP, and tarmac transportation program.
• Partner closely with local Airport Operations and vendor partners to manage staffing, facility maintenance, product roll-outs, and employee performance management.
• Achieve continuous improvement across premium product operations, focusing on consistency, efficiencies, and cost management.
• Provide day-to-day management of operational execution for premium products at a specific airport.
• Lead customer service agent teams dedicated to premium spaces, adhering to leadership principles and addressing challenges.
• Administer employee-related needs, including hiring, scheduling, and performance management, in compliance with labor agreements.
• Provide and support tools, training, and communication for employees.
• Oversee daily third-party service partner execution for food & beverage, appearance care, and other contracted services.
• Liaise with third-party vendor leaders on operational matters and performance management.
• Assist in architecting, implementing, and measuring action plans to improve customer satisfaction.
• Assist in the planning and operational coordination of facility initiatives.
• Ensure preventative maintenance tasks and repairs for lounges and work areas are completed and documented.
• Complete reports and operational recaps, providing direction and updates to management and staff.
• Maintain fluency in premium product/service knowledge and serve as the local subject matter expert.

Requirements

• 1+ year airline experience required.
• At least one year of operations management experience, including direct management of union-represented employees.
• Proficiency in Microsoft Office applications.
• Willingness to travel to required meetings as needed (less than 10% of time).
• Flexibility to work any shift within a 24/7 operation, including nights, weekends, and holidays.
• Comfortable handling and de-escalating challenging situations with employees and customers discreetly and in-the-moment.
• Willingness to be highly visible in the operation and comfortable with significant walking.
• Excellent communication skills, including ability to complete daily recaps, communicate effectively, and deliver presentations.
• Must be able to obtain a SIDA badge to work at the airport.
• Must be legally authorized to work in the United States for any employer without sponsorship.
• Successful completion of interview required.
• Reliable, punctual attendance is an essential function of the position.

Skills

• Microsoft Office applications
• Communication skills
• Leadership principles
• Performance management
• Customer service
• Operational execution
• Staffing/manpower planning
• Facility maintenance
• Product and service roll-outs
• Cost management
• Problem-solving
• De-escalation

Location

• United Airlines airport location

Work Type

• Full-time

Experience Level

• Operations management experience
• Direct management of union-represented employees

Education Level

• Bachelor’s degree (preferred) or equivalent work experience

Salary/Compensations

• $80,235.90 to $98,066.10

Benefits

• Medical
• Dental
• Vision
• Life
• Accident & disability
• Parental leave
• Employee assistance program
• Commuter
• Paid holidays
• Paid time off
• 401(k)
• Flight privileges

About the Company

• United Airlines is an Equal Opportunity Employer.

Equal Opportunity

• We recruit, employ, train, compensate, and promote without regard to race, color, religion, national origin, gender identity, sexual orientation, disability, age, veteran status, or any other protected category under applicable law.
• We provide reasonable accommodations for applicants and employees with disabilities. To request an accommodation, contact JobAccommodations@united.com