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.

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.

The Service Excellence 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. Support and have oversight over team performance. Focus on performance issues with the goal of motivating changes to co-worker behavior. Establish expectations with front-line co-workers and gain their commitment to work in accordance with Company guidelines and union agreements. Serve as subject matter expert on safety, service excellence and standard operating procedures (SOP)

Leadership Activities

• Engage front-line co-workers in delivering service excellence and an on-time quality product - for example, participate in briefings, and develop team communications, advocate change management
• Engage and recognize external customers. Develop customer recognition utilizing available tools. Look for innovative ways to surprise and delight customers.
• Observe employee service excellence and coach them to deliver excellent service. Ensure consistency in service delivery.
• Coach team performance, taking actions as necessary, to ensure goals are met.
• Recognize employees performing above and beyond using the BRAVO rewards and UA100.
• Assess and delegate the appropriate tasks to Leads
• Identify issues and engage in structured problem solving to assist front-line co-workers in accomplishing work and delivering above and beyond service excellence
• Develop and implement standard work and continuous improvement processes.
• Communicate NPS trends by zones, gates and conduct deep dive analysis. Identify excellent performance and share best practices. Identify areas not performing to goal and develop action plans for areas/supervisors
• Understand NPS dashboard and be able to identify areas of opportunities.
• Compile data analysis, trends, and presentation to share with Senior Leadership Team on performance and solutions.
• Team with other departments to support NPS performance such as business partners, Premium Services, planeside and corporate NPS teams.
• Set expectations with co-workers regarding performance standards including consistent and outstanding delivery of service and product
• Provide front-line co-workers with regular coaching, feedback, and recognition, as appropriate
• Develop 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 excellence and standard operation procedures (SOP)

Performance Management Activities

• Develop actions plans to impact behavior change (e.g., dependability, service excellence, 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 performance, safety (damages and injuries), complaints and other work issues
• Recognize and document excellent performance
• Partner with business partners supervisory staff to define and address performance impacting shared goals and service delivery to Uniteds customers
• Participate in peer, safety, and accident review boards
• Confront and address inappropriate behavior and performance issues with specific feedback

Administrative Activities

• Complete all mandatory regulatory and Company required documentation of activities
• Document performance issues into case management system
• Attend department and cross-departmental meetings and briefings
• Participate and lead collateral projects
• Email/Voicemail/Text/Teams follow up as required/needed

Minimum Qualifications:

• High school diploma or equivalent
• Experience leading and motivating a customer service team
• Strong written and oral communication skills
• Conflict resolution and decision making, with the ability to lead
• Experience supervising Union represented employees a plus
• Proficient in IT systems and common software appropriate to work group
• Business Acumen/Continuous Improvement
• Customer Focus
• Conflict Resolution
• Accountability
• Teamwork
• Engagement/Motivation
• Safety Orientation
• Planning/multi-tasking
• Ensure front line co-workers are delivering on service excellence, performance and safety objectives set by the company and station
• Operational performance (D:0, A:14, jetbridges, late weights, MST)
• Controllable Expense (Task completion, Early starts, late lunches)
• Revenue generation (bag fees, UM, PETC fees)
• Safety performance (OSHA, OJI, damages)
• Serve as point of contact for co-worker / address customer issues, measured through employee engagement surveys, NPS, grievances)
• Improved union relations- working within contractual language

Preferred Qualifications:

• Bachelors degree and/or 5+ years equivalent work experience