Supervisor - AO Premium Services

There’s never been a more exciting time to join United Airlines. We’re on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live, and fly and we can only do that with a truly diverse and inclusive workforce. And we’re growing – in the years ahead, we’ll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy, and well-traveled. From employee-run "Business Resource Group" communities to world-class benefits like parental leave, 401k, and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?

The Customer Solutions and Recovery group is responsible for making sure that when a customer’s journey doesn’t go right, employees are given the in-the-moment tools, guideless and processes to help meet the challenge and make the situation right for the customer and United.

The Supervisor, Premium Services Operations serves as the dedicated in-field, frontline supervisor for the operation of United’s suite of premium products, including but not limited to: United Clubs, Polaris lounges, Global Services, VIP, and tarmac transportation program. The position will be based in a United Airlines airport location – with direct reporting to local Airport Operations and the Premium Services Regional Manager.

This Supervisor role will partner very closely with local Airport Operations and vendor partners to reliably lead all aspects of the operation, including staffing/personnel planning, maintaining facilities to corporate standards, facility improvements, product and service rollouts, performance management of employees, etc. Further, this role will strive to achieve continuous improvement across the operation of United’s premium products with a focus on driving consistency, identifying, and implementing efficiencies, and handling costs.

• Provide day-to-day management of operational execution for United’s suite of premium products in a particular airport.
• Lead teams of customer services agents dedicated to premium spaces – implement United leadership principles, standards, and core objectives – address challenges in the moment and provide corrective action as needed.
• Administration of employee-related needs, including hiring and qualification processes, shift scheduling, performance management (coaching, mentoring, adherence to standards, relationship-building, etc.), while understanding and adhering to all labor agreements.
• Provide/support delivery of tools, training, communication, etc. to employees.
• Lead daily third-party service partner execution of food & beverage, appearance care, and other contracted services – addresses challenges in the moment and provides corrective action as needed.
• Liaise with third party vendor leaders on operational matters and support overall performance management processes including objective audits and adherence to service level agreements.
• Assist Regional Manager in architecting, implementing, and measuring progress against action plans to sustain or improve customer satisfaction performance and drive positive change.
• Assist Regional Manager in the planning and operational coordination of facility initiatives.
• Ensure preventative maintenance tasks and repairs for lounges and other work areas are completed and documented accordingly.
• Complete reports and/or operational recaps; give direction and updates to management, support staff, and non-management employees.
• Maintain fluency in the premium product/service space and effectively communicates this to local employees; serves as local subject matter authority on product, policies, procedures, etc.

United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table!

• Bachelor’s degree or equivalent work experience
• 3+ years airline experience
• 1+ 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)
• Must be flexible and possess the ability to work any shift within a 24/7/365 operation including nights, weekends and holidays as needed
• Comfortable handling and de-escalating situations (with employees and customers) and able to do so discreetly and in-the-moment
• Willing to be very visible in the operation and comfortable with significant walking (indoors & outdoors)
• Excellent communications skills required, including ability to complete daily recaps, optimally communicate internally and externally, and deliver presentations to leadership of varying levels
• Must be legally authorized to work in the United States for any employer without sponsorship
• Reliable, punctual attendance is a crucial function of the position

• Airline industry experience
• Supervisory experience

United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status, and other protected status as required by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact JobAccommodationsunited.com to request accommodation.