Supervisor - AO Premium Services (Onsite)

United Airlines; Houston (TX); 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 - Premium Services Operations to lead in-field operations for premium spaces at an airport location. You will manage staffing, performance, and third-party vendors while driving service quality and cost efficiencies.

The role reports to the Premium Services Regional Manager and aligns with labor agreements. The ideal candidate has a bachelor’s degree (or equivalent) and 1+ year airline operations management experience, with strong communication and

Qualifications

• Bachelor’s degree (preferred) or equivalent work experience.
• 1+ year airline experience required; at least one year of operations management experience with union-represented employees.
• Proficiency in Microsoft Office applications.
• Willingness to travel to required meetings (less than 10%).
• Ability to work any shift in a 24/7 operation including nights and weekends.

Responsibilities

• Provide day-to-day management of operational execution for United’s premium products at a specific airport.
• Lead teams of customer services agents dedicated to premium spaces and ensure alignment with leadership standards.
• Administer staffing, scheduling, and performance management while adhering to labor agreements.
• Provide tools, training, and communications to dedicated employees.
• Oversee third-party service partner execution for food, beverage, and appearance care with corrective action as needed.
• Liaise with vendor leaders on operational matters and support audits and SLAs.
• Assist Regional Manager in action plans to improve customer satisfaction and drive change.
• Assist in planning and coordinating facility initiatives and preventive maintenance.
• Prepare reports/recaps and communicate updates to management and staff.
• Maintain subject matter expertise in premium products and communicate policies to staff.

Skills

People management

Leadership

Communication

De-escalation

Willingness to travel

Flexibility with shifts

Problem solving

Education

Bachelor’s degree (preferred) or equivalent work experience

Tools

Microsoft Office

Job description

Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network.

Come join us to create what’s next. Let’s define tomorrow, together.

Description

Job Overview and Responsibilities

The Supervisor - Premium Services Operations serves as the dedicated in-field, frontline supervisor for the operation of United’s suite of premium products, including but not limited to: United Clubs, Polaris lounges, Global Services, VIP, and tarmac transportation program. The position will be based in a United Airlines airport location – with direct reporting to local Airport Operations and the Premium Services Regional Manager.

This Supervisor role will partner very closely with local Airport Operations and vendor partners in order to effectively manage all aspects of the operation, including: staffing/manpower planning, maintaining facilities to corporate standards, facility improvements, product and service roll-outs, performance management of employees, etc. Further, this role will strive to achieve continuous improvement across the operation of United’s premium products with a focus on driving consistency, identifying and implementing efficiencies, and managing costs.

• 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.

Qualifications

What’s needed to succeed (Minimum 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 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
• 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 able to obtain a SIDA badge to work at the airport
• Ability to stand long periods of time, walk long distances, lift/carry up to 50 lbs as needed
• 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
• Demonstrates an understanding of the capabilities and limitations of generative AI tools and effectively leverages them to support research, analysis, content creation, and problem-solving. Apply critical thinking to validate AI-generated outputs while adhering to organizational policies for responsible AI use, data privacy, and security

The base pay range for this role is $80,235.90 to $98,066.10.

The base salary range/hourly rate listed is dependent on job-related, factors such as experience, education, and skills. This position is also eligible for bonus and/or long-term incentive compensation awards.

You may be eligible for the following competitive benefits:

• medical
• dental
• vision
• life
• accident & disability
• parental leave
• employee assistance program
• commuter
• paid holidays
• paid time off
• 401(k)
• flight privileges

United Airlines is an Equal Opportunity Employer. We recruit, employ, train, compensate, and promote without regard to race, color, religion, national origin, gender identity, sexual orientation, disability, age, veteran status, or any other protected category under applicable law. We provide reasonable accommodations for applicants and employees with disabilities. To request an accommodation, contact [e-mail]