Airport Premium Services Supervisor

United Airlines; San Francisco (CA); On-site; USD 80,000 - 98,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life

Accident & Disability

Parental leave

Employee assistance program

Commuter

Paid holidays

Paid time off

401(k)

Flight privileges

Job summary

United Airlines is seeking a Supervisor for AO Premium Services at a United airport location. You will oversee day-to-day operations of premium products, lead teams of customer services agents, and ensure adherence to standards and labor agreements.

You will manage staffing, training, vendor coordination, and continuous improvement initiatives to enhance customer satisfaction and control costs. Travel to meetings may be required; a SIDA badge is required.

Qualifications

• Bachelor’s degree (preferred) or equivalent work experience.
• 1+ year airline experience required; at least one year of operations management experience, including direct management of union‑represented employees
• Proficiency in Microsoft Office applications
• Willingness to travel to required meetings as needed (less than 10% of time)
• Must be able to obtain a SIDA badge to work at the airport
• Must be legally authorized to work in the United States for any employer without sponsorship
• Reliable, punctual attendance is an essential function of the position

Responsibilities

• Provide day-to-day management of operational execution for United’s suite of premium products in a particular airport
• Lead teams of customer services agents dedicated to premium spaces – adhere to United leadership principles, standards and core objectives – address challenges in the moment and provide corrective action as needed
• Administration of employee-related needs, including: hiring and qualification processes, shift scheduling, performance management (coaching, mentoring, adherence to standards, relationship-building, etc.), while understanding and adhering to all labor agreements
• Provide/support delivery of tools, training, communication, etc. to dedicated employees
• Oversee daily third party service partner execution of food & beverage, appearance care, and other contracted services – addresses challenges in the moment and provides corrective action as needed
• Liaise with third party vendor leaders on operational matters, and support overall performance management processes including objective audits and adherence to service level agreements
• Assist Regional Manager in architecting, implementing, and measuring progress against action plans to sustain or improve customer satisfaction performance and drive positive change
• Assist Regional Manager in the planning and operational coordination of facility initiatives
• Ensure preventative maintenance tasks and repairs for lounges and other work areas are completed and documented accordingly
• Complete reports and/or operational recaps; give direction and updates to management, support staff, and non-management employees
• Maintain fluency in the premium product/service space and effectively communicates this to local employees; serves as local subject matter expert on product, policies, procedures, etc.

Tools

Microsoft Office

Job description

United Airlines is seeking a Supervisor for AO Premium Services at a United airport location. You will oversee day-to-day operations of premium products, lead teams of customer services agents, and ensure adherence to standards and labor agreements.

You will manage staffing, training, vendor coordination, and continuous improvement initiatives to enhance customer satisfaction and control costs. Travel to meetings may be required; a SIDA badge is required.