Supervisor - Customer Service Airport Operations

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

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Accident & disability

Parental leave

Employee assistance program

Commuter benefits

Paid holidays

Paid time off

401(k) plan

Flight privileges

Job summary

United Airlines in Los Angeles is hiring a Supervisor for Customer Service Airport Operations. You will lead front-line teams to ensure exceptional service, on-time product delivery, and adherence to company guidelines.

Responsibilities include coaching, performance management, and implementing standard work across shifts. The role emphasizes operational excellence, safety, and continuous improvement, with opportunities to influence service delivery and partner with business units.

Qualifications

• High school diploma or equivalent.
• 2+ years in operations or fast-paced environment or completed sponsor training.
• Experience leading teams and delivering customer service.
• Strong written, verbal, and interpersonal communication skills.
• Proven abilities in conflict resolution, decision-making, and team leadership.
• Proficient in IT systems and job-relevant software.
• Demonstrated business acumen, continuous improvement and customer focus.
• Strong accountability, teamwork, motivation and safety orientation.
• Must be legally authorized to work in the United States without sponsorship.
• Interview required to meet qualifications.
• Reliable, punctual attendance essential.

Responsibilities

• Lead front-line teams to deliver exceptional customer service and on-time, high-quality products; conduct briefings, set expectations, and maintain cross-shift communications.
• Manage task delegation, coaching, recognition and skill development focused on service and operational excellence.
• Identify issues and apply structured problem solving; create action plans for performance gaps; document actions in the case management system.
• Review metrics, conduct trend analyses, and drive continuous improvement and accountability.
• Develop and implement standard work processes; ensure effective shift turnover and operational alignment.
• Participate in safety and accident review boards; provide actionable feedback to address behavior.

Skills

Team leadership

Customer service

Written and verbal communication

Conflict resolution

IT systems familiarity

Safety orientation

Attendance reliability

Decision making

Education

High school diploma or equivalent

Bachelor's degree (preferred)

Tools

IT systems

Job-relevant software

Job description

Supervisor - Customer Service Airport Operations

Location Los Angeles, California, United States Category Corporate Job Id LAX00001788 Airport Management & Administrative Job Type Full-Time Posted Date 10/24/2026

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

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 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. Develop and support standard work and continuous improvement processes. Oversee and support the performance of a team, zone or area.

• 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. Assign and delegate tasks appropriately; provide ongoing coaching, recognition, and skill development focused on service and operational excellence. Identify issues and apply structured problem solving; develop and execute action plans to address performance or behavior gaps (e.g., dependability, attendance, job quality). Monitor team performance and customer interactions to ensure compliance with company standards, safety protocols, and service goals. Administer corrective actions and document performance issues, investigations (e.g., safety, complaints), and high performance in the case management system.
• 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).

Qualifications

What’s needed to succeed (Minimum 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
• Demonstrated strengths in business acumen, continuous improvement, and customer focus
• Strong sense of accountability, teamwork, motivation, and safety orientation
• 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
• United will consider applicants with criminal histories consistent with Fair Chance Ordinance

What will help you propel from the pack (Preferred Qualifications):

• Bachelor's degree or related experience
• Union experience

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) and 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]

Job Id LAX00001788

Job Speciality Airport Management & Administrative

Type Full-Time

PostedDate 10/24/2026