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About the Role
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. This role partners closely with local Airport Operations and vendor partners to manage all aspects of the operation, focusing on continuous improvement, consistency, efficiency, and cost management.
Responsibilities
- Provide day-to-day management of operational execution for United’s premium products in a specific airport.
- Lead customer service agent teams dedicated to premium spaces, adhering to leadership principles and objectives.
- Manage employee-related needs, including hiring, scheduling, and performance management, in compliance with labor agreements.
- Support the delivery of tools, training, and communication to employees.
- Oversee daily execution by third-party service partners for food & beverage, appearance care, and other contracted services.
- Liaise with third-party vendor leaders on operational matters and performance.
- Assist in developing and measuring action plans to improve customer satisfaction and drive positive change.
- Support the planning and operational coordination of facility initiatives.
- Ensure preventative maintenance and repair tasks for lounges and work areas are completed and documented.
- Complete operational reports and provide updates to management and staff.
- Maintain expertise on premium products and services, serving as a local subject matter expert.
Requirements
- Bachelor’s degree or equivalent work experience.
- 1+ year of airline experience.
- 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 the ability to complete daily recaps, communicate effectively, and deliver presentations.
- Must be able to obtain a SIDA badge.
- Must be legally authorized to work in the United States for any employer without sponsorship.
- Successful completion of an interview.
- Reliable and punctual attendance is essential.
Skills
- Operations management
- Team leadership
- Performance management
- Customer service
- Communication
- Problem-solving
- Microsoft Office
Location
- United Airlines airport location
Work Type
- Full-time
Experience Level
- 1+ year airline experience
- 1+ year operations management experience
- Direct management of union-represented employees
Education Level
- Bachelor’s degree or equivalent work experience
Salary/Compensations
- $80,235.90 to $98,066.10
- Eligible for bonus and/or long-term incentive compensation awards
Benefits
- Medical
- Dental
- Vision
- Life insurance
- Accident & disability insurance
- Parental leave
- Employee assistance program
- Commuter benefits
- Paid holidays
- Paid time off
- 401(k)
- Flight privileges
About the Company
- 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.
Equal Opportunity
- United Airlines is an Equal Opportunity Employer. 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