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Airport Operations
The Airport Operations department keeps operations at our airports running smoothly through planning, organization and supervision.
Find your future at United! We’re reinventing what our industry looks like, and what an airline can be – from the planes we fly to the people who fly them. When you join us, you’re joining a global team of 100,000+ connected by a shared passion with a wide spectrum of experience and skills to lead the way forward.
Achieving our ambitions starts with supporting yours. Evolve your career and find your next opportunity. Get the care you need with industry-leading health plans and best-in-class programs to support your emotional, physical, and financial wellness. Expand your horizons with travel across the world’s biggest route network. Connect outside your team through employee-led Business Resource Groups.
Create what’s next with us. Let’s define tomorrow together.
Job overview and responsibilities
The supervisor will focus on leading and developing the skills of front-line co-workers with the goal of delivering consistent and excellent customer service and delivering a quality product in accordance with company guidelines. Ensure consistency on operational, service and product delivery. Lead performance dialogues with front-line co-workers to review metrics, performance boards and issues boards. Develop and support standard work and continuous improvement processes. Oversee and support the performance for Italian “seasonal locations” airport operations. Focus on performance issues with the goal of changing co-worker behavior. Set expectations with Management from Business Partners and subsequent front-line co-workers and gain their commitment to act in accordance with Company guidelines and union agreements. Serve as subject matter expert on safety, service, and procedures.
- Engage front-line co-workers to deliver excellent customer service and an on-time quality product – for example, participate in briefings, and develop team communications
- Engage and recognize external customers
- Monitor front-line co-worker behavior with customers (both internal and external) to ensure consistency and compliance with Company guidelines, procedures, and standards
- Monitor the performance for Italian “seasonal stations” airport operations, taking actions as necessary, to ensure daily goals are met
- Assess and delegate appropriate tasks to others
- Conduct trend analyses, review key metrics and take actions to address items not on track – lead performance dialogues with front-line co-workers to review metrics, performance boards and issues boards
- Develop and implement standard work and continuous improvement processes
- Set expectations with Management from Business
- Partners and subsequent co-workers with regard to performance standards including consistent and outstanding delivery of service and product
- Provide front-line co-workers with regular coaching, feedback and recognition, as appropriate
- Help identify skills of front-line co-workers by coaching on performance, as it relates to customer service and products
- Communicate effectively to ensure priorities are understood and acted upon, with clear turnover for continuity across shifts
- Serve as a subject matter expert on service and procedures
- Develop actions plans to affect behavior change (e.g. dependability, overall job performance)
- Provide technical guidance and interpret company guidelines and procedures and/or union agreements to assist employees in performing functional tasks and to ensure that safety, security and service are delivered consistently
- Identify, address and issue appropriate and timely corrective action in accordance with guidelines
- Conduct “routine” investigations, as appropriate, into safety (damages and injuries), complaints and other work issues
- Recognize and document excellent performance
- Partner with Management/supervisor staff to define and address performance impacting shared goals and service delivery to United’s customers
- Participate in peer, safety and accident review boards
- Confront and address inappropriate behavior and performance issues with specific feedback
- Complete all mandatory regulatory and Company required documentation of activities
- Document performance issues into case management system
- Attend division/unit/group meetings
- Participate on collateral projects
- Email/Voicemail follow up
This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded.