Supervisor - AO Premium Services (Onsite)

United Airlines•Dulles, VA

5d•$80,236 - $98,066•Onsite

About The Position

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. Description Job overview and responsibilities 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 in order to effectively manage all aspects of the operation, including: staffing/manpower planning, maintaining facilities to corporate standards, facility improvements, product and service roll-outs, 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 managing costs.

Requirements

Bachelor’s degree (preferred) or equivalent work experience
3+ 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)
Must be flexible and possess the ability to work any shift within a 24 hour/day, 7 day/week operation including nights, weekends and holidays as needed
Comfortable handling and de-escalating challenging 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, communicate internal and external effectively and deliver presentations to leadership of varying levels
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

Responsibilities

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 – adhere to 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 dedicated employees
Oversee 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 expert on product, policies, procedures, etc.