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About the Role
Join United Airlines to create what's next and define tomorrow. This role focuses on leading and developing front-line coworkers to deliver consistent, excellent customer service and a quality product in accordance with company guidelines, ensuring consistency in operational, service, and product delivery.
Responsibilities
- Lead and engage front-line teams to deliver exceptional customer service and on-time, high-quality products.
- Conduct briefings, set clear expectations, and maintain strong team communications across shifts.
- Assign and delegate tasks appropriately.
- Provide ongoing coaching, recognition, and skill development focused on service and operational excellence.
- Identify issues and apply structured problem solving.
- Develop and execute action plans to address performance or behavior gaps.
- Monitor team performance and customer interactions to ensure compliance with company standards, safety protocols, and service goals.
- Administer corrective actions and document performance issues, investigations, and high performance in the case management system.
- Review key metrics, conduct trend analyses, and lead performance dialogues to drive continuous improvement and accountability.
- Develop and implement standard work processes.
- Ensure effective shift turnover and operational alignment.
- Participate in peer, safety, and accident review boards.
- Address and resolve inappropriate behavior with clear, actionable feedback.
- Serve as a subject matter expert on service delivery, company procedures, and union guidelines.
- Provide technical guidance as needed.
- Partner with Business Partners to support shared goals and ensure consistent service delivery.
- Complete required documentation.
- Attend team and leadership meetings.
- Support collateral projects.
- Manage communications, including email and voicemail follow-up.
Requirements
- High school diploma or equivalent.
- 2+ years’ experience in an operations or fast-paced business environment or successful completion of a company-sponsored training program.
- Experience leading teams and delivering customer service.
- 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.
- United will consider applicants with criminal histories consistent with Fair Chance Ordinance.
Skills
- Strong written, verbal, and interpersonal communication skills.
- Proven ability in conflict resolution, decision-making, and team leadership.
- Proficient in IT systems and job-relevant software.
- Demonstrated strengths in business acumen, continuous improvement, and customer focus.
- Strong sense of accountability, teamwork, motivation, and safety orientation.
Location
- United States
Work Type
- Full-time
Experience Level
- 2+ years experience
Education Level
- High school diploma or equivalent
- Bachelor's degree or related experience (Preferred)
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
- At United, we fly into airports around the entire world. Our Airport Operations team keeps operations at our airports running smoothly every single day.
- 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