Supervisor - Hub Business Partners

United Airlines•Chicago, IL

10d

About The Position

At United, we fly into airports around the entire world. And we need a whole team of people to keep things running in tip-top shape! From the exceptional service at the check-in counter to the departure gate, and even behind the scenes making sure your checked bags arrive with you, our Airport Operations team keeps operations at our airports running smoothly every single day. Job overview and responsibilities Responsible for leading vendor operations at assigned hub station. Supports the day-to-day relationships with vendors; interacts with vendors on operational issues and local integration Outsourced areas of focus include cabin appearance, janitorial, cargo, fueling, lobby services, unaccompanied minor, wheelchair, security, skycap, bussing and any additional outsourced services as directed Responsible for managing station operations vendor performance SOP compliance; regulatory compliance, and adherence to/administration of Service Level Agreements Collaborates with cross-divisional leadership in definition of and resolution to vendor related problems/issues Communicates regarding station specific and system driven changes including, but not limited to, flight schedules, seasonal planning, volume forecasts, SOP updates Manages Vendor Operational Safety programs and initiatives to comply with DOT, FAA, and corporate regulations Serve as the on shift, single point supervisor for coordination between the Business Partners and Station Operations Center Manage and monitor Business Partner staffing levels, determine operational risk, and communicate and coordinate with other departments as required Monitor Business Partner performance in real time and discover opportunities in advance Initiate and monitor ‘on shift’ Business Partner communications (Teams, WhatsApp, Emails) Manage phone and radio calls for all operational issues Ensures Business Partners are setup in advance of all irregular operations, holdovers, overtime, hotels, transportation, and equipment Coordinate with Business Partners during irregular operations; late aircraft, return to gate/field Monitor Business Partner delays and investigate as required Generate real time reports with most up to date information Assist in identifying trends and operational key points for overall improvement Attend all required operational briefings/calls. Meet individual and station / system goals Serve as a subject matter expert on safety, service, and procedures Complete all required regulatory and Company required documentation of activities Participate in collateral projects

Requirements

High school diploma or equivalent
Minimum of two years of experience in Airport Operations or related background
Experience in project management initiatives and working cross divisionally
Previous experience in a leadership role such as a team lead, service director or supervisor position
Strong sense of ownership, understands operations and how to translate knowledge to business goals
Continuous improvement
Customer Focus
Conflict resolution, accountability, teamwork, engagement/motivation
Safety orientation
Planning/multi-tasking
Strong written and oral communication skills
Decision making with an ability to lead
Proficient in IT systems and common software appropriate to work group
Experience leading and influencing a team and customer service experience
Must be flexible and willing to work any shift in a 24/hour/7 day a week operation including weekends, nights, and holidays
Must possess a valid state-issued driver’s license, and acceptable driving record
Must NOT have lived outside of the United States in the past 3 years for any period longer than six months, with the exception of military duty or government-approved exceptions
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

Nice To Haves

Bachelor's degree or 4 years of relevant work experience
Computer skills including Microsoft Office (Outlook, Word, Excel)
Experience leading Business Partners
Experience working in Airport Operations, including Customer Service, Ramp Service, Stations Operations Center or Business Office

Responsibilities

Responsible for leading vendor operations at assigned hub station.
Supports the day-to-day relationships with vendors; interacts with vendors on operational issues and local integration
Outsourced areas of focus include cabin appearance, janitorial, cargo, fueling, lobby services, unaccompanied minor, wheelchair, security, skycap, bussing and any additional outsourced services as directed
Responsible for managing station operations vendor performance
SOP compliance; regulatory compliance, and adherence to/administration of Service Level Agreements
Collaborates with cross-divisional leadership in definition of and resolution to vendor related problems/issues
Communicates regarding station specific and system driven changes including, but not limited to, flight schedules, seasonal planning, volume forecasts, SOP updates
Manages Vendor Operational Safety programs and initiatives to comply with DOT, FAA, and corporate regulations
Serve as the on shift, single point supervisor for coordination between the Business Partners and Station Operations Center
Manage and monitor Business Partner staffing levels, determine operational risk, and communicate and coordinate with other departments as required
Monitor Business Partner performance in real time and discover opportunities in advance
Initiate and monitor ‘on shift’ Business Partner communications (Teams, WhatsApp, Emails) Manage phone and radio calls for all operational issues
Ensures Business Partners are setup in advance of all irregular operations, holdovers, overtime, hotels, transportation, and equipment
Coordinate with Business Partners during irregular operations; late aircraft, return to gate/field
Monitor Business Partner delays and investigate as required
Generate real time reports with most up to date information
Assist in identifying trends and operational key points for overall improvement
Attend all required operational briefings/calls. Meet individual and station / system goals
Serve as a subject matter expert on safety, service, and procedures
Complete all required regulatory and Company required documentation of activities
Participate in collateral projects