Premium Services Supervisor — Lead Lounges & VIP Experience

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

Job summary

United Airlines seeks a Supervisor - AO Premium Services to lead in-field operations for premium spaces at a United airport location. You will manage staff, coordinate with airport operations and vendor partners, and drive service quality, safety, and costs.

You will supervise teams of agents, schedule shifts, handle escalations, and implement improvements across lounges and related services while maintaining compliance with labor agreements and corporate standards.

Qualifications

• Bachelor’s degree (preferred) or equivalent work experience
• 1+ 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 flexible and possess the ability to work any shift within a 24 hour/day, 7 day/week operation including nights, weekends and holidays as needed
• Ability to stand for long periods of time, walk long distances, and lift up to 50 lbs as job duties require
• Comfortable handling and de-escalating challenging situations (with employees and customers) and able to do so discreetly and in-the-moment
• Willing to be very visible in the operation and comfortable with significant walking (indoors & outdoors)
• Excellent communications skills required, including ability to complete daily recaps, communicate internal and external effectively and deliver presentations to leadership of varying levels
• 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

• 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.

Skills

Leadership

Communication

Flexibility

Travel readiness

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

United Airlines seeks a Supervisor - AO Premium Services to lead in-field operations for premium spaces at a United airport location. You will manage staff, coordinate with airport operations and vendor partners, and drive service quality, safety, and costs.

You will supervise teams of agents, schedule shifts, handle escalations, and implement improvements across lounges and related services while maintaining compliance with labor agreements and corporate standards.