Airport Operations Lead — Customer Service & On-Time

United Airlines; Virginia (MN); On-site; USD 80,000 - 98,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life insurance

Accident & disability

Parental leave

Employee assistance program

Commuter benefits

Paid holidays

Paid time off

401(k)

Flight privileges

Job summary

United Airlines is seeking an Airport Operations Supervisor to lead front-line teams, ensure on-time, high-quality service, and drive continuous improvement across shifts. The role focuses on delivering consistent product and customer service in line with company guidelines, developing standard work, and supporting performance management.

You will supervise a team, engage in performance dialogues, and coordinate with business partners to meet shared goals.

Qualifications

• High school diploma or equivalent.
• 2+ years’ experience in an operations or fast-paced business environment or successful completion of a company-sponsored training program.
• Experience leading teams and delivering customer service.
• Strong written, verbal, and interpersonal communication skills.
• Proven ability in conflict resolution, decision-making, and team leadership.
• Proficient in IT systems and job-relevant software.
• 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

• Lead and engage front-line teams to deliver exceptional customer service and on-time, high-quality products; conduct briefings, set clear expectations, and maintain strong team communications across shifts.
• Review key metrics, conduct trend analyses, and lead performance dialogues to drive continuous improvement and accountability.
• Develop and implement standard work processes; ensure effective shift turnover and operational alignment.
• Participate in peer, safety, and accident review boards; address and resolve inappropriate behavior with clear, actionable feedback.
• Serve as a subject matter expert on service delivery, company procedures, and union guidelines; provide technical guidance as needed.
• Partner with Business Partners to support shared goals and ensure consistent service delivery.
• Complete required documentation, attend team and leadership meetings, support collateral projects, and manage communications (e.g., email, voicemail follow-up).

Skills

Leadership

Customer service

Communication

Conflict resolution

Team leadership

IT systems

Education

High school diploma or equivalent

Bachelor's degree or related experience

Tools

Generative AI awareness

Job description

United Airlines is seeking an Airport Operations Supervisor to lead front-line teams, ensure on-time, high-quality service, and drive continuous improvement across shifts. The role focuses on delivering consistent product and customer service in line with company guidelines, developing standard work, and supporting performance management.

You will supervise a team, engage in performance dialogues, and coordinate with business partners to meet shared goals.