Full Job Description
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The Airport Operations department keeps operations at our airports running smoothly through planning, organization and supervision.
Job overview and responsibilities
Responsible for conducting operational audits of airports to ensure quality operations, regulatory compliance, and to drive improvement in customer satisfaction. This includes auditing of United co-workers and Business Partners. Customer Service, Ramp Handling, Catering Operations, Cabin Appearance, Lavatory Service, Skycap and Wheelchair Services. Serves in a supervisory capacity in a HUB location or during station visits overseeing co-workers. Develops, implements and maintains audit programs to meet all quality measures and current requirements. Prepares and delivers written and in-person de-briefs to ensure local leadership is aware of findings and corrective actions needed to meet service expectations. Responsible for conducting root cause analysis and partnering with local leadership to develop action plans designed to drive performance metrics. Provides leadership and consultation to station leadership in the escalation of Business Partner perform performance issues.
Responsible for conducting on-site airport audits of operational performance to ensure quality operations, regulatory compliance, and to drive improvement in customer satisfaction.
This includes both insourced and outsourced operations to include United Express.
Lines of service include: Customer Service, Ramp Handling and other Airport related services.
Serves in a supervisory capacity in a HUB location or during station visits overseeing co-workers.
Responsible for completing line of service audits goals for assigned Hub and line stations (20-40), to ensure quality control in the delivery of services.
Conducts performance reviews with Station and Business Partner leadership following completion of station audits.
Prepared detailed written audit and executive summaries following the completion of audits.
Responsible for reviewing policies, procedures and performance metrics with the station while performing quality control support to drive operational success.
Participates in the refinement of audit programs for all airport lines of service.
Maintains ownership of an assigned line of service audit for the organization.
Implements and maintains quality audit program requirements, processes, and reporting systems to support station accountability.
Conducts time and motion studies to support continuous improvement initiatives.
Collaborates with the Global Operations Strategy & Planning groups, Internal Evaluation, Station and Business Partner Leadership to address systemic findings and drive performance metrics.
Attends individual training events designed to maintain and improve subject matter expertise.
Provides training and mentorship to co-workers.
Provides leadership and consultative services to station leadership in the execution of vendor management protocols and line of service processes to include attending monthly hub leadership meetings.
Provides on-site support for station transformations including: station start-ups, closures, conversions (mainline to express or express to mainline), seasonal service, line of service transitions and terminal moves.
Ensures the station and supplier establish an environment of safety and regulatory compliance prior to completion of projects.
High school degree
+2 years' experience across Airport Operations which includes customer service, ramp operations, business contract strategy and business acumen.
Strong experience with Microsoft Word, Excel and PowerPoint
Excellent communication skills; including written and verbal.
Motivated individual that has demonstrated problem solving and decision making ability in large, multi-level department environment.
Outstanding interpersonal skills and Project Management experience.
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
Previous Supervision or Audit experience.
Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT