Supervisor - Ramp Service Airport Operations

United Airlines; Chicago (IL); On-site; USD 80,000 - 98,000; Full time

Benefits offered by this job

Flight privileges

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Paid time off

Parental leave

Employee assistance program

Commuter benefits

Job summary

United Airlines is seeking a Supervisor in Airport Operations to lead and develop frontline teams, ensuring on-time performance and adherence to safety and service standards across our Chicago operations.

You will coach staff, manage performance, implement standard work, and coordinate with unions, vendors, and cross-functional teams to deliver a consistent, high-quality product for customers worldwide.

Qualifications

• High school diploma or equivalent.
• Experience leading and influencing a team and customer service experience.
• Strong written and oral communication skills.
• Conflict resolution and decision making, with the ability to lead.
• Experience supervising Union personnel a plus.
• Proficient in IT systems and common software appropriate to work group.
• Business Acumen/Continuous Improvement.
• Customer Focus.
• Conflict Resolution.
• Accountability.
• Teamwork.
• Engagement/Motivation.
• Safety Orientation.
• Planning/multi-tasking.
• Ensure front line co-workers are delivering on service, performance and safety objectives set by the company and station.
• Operational performance metrics and related goals.
• Controllable Expenses considerations.
• Revenue generation (upsell).
• Front line performance metrics (SSEs).
• Safety performance metrics (OSHA, LTI).
• Serve as first responder for co-worker / customer issues.
• Improved union relations - working within contractual language.
• Demonstrates understanding of AI tools for research/analysis (preferred).

Responsibilities

• Lead and develop front-line co-workers to deliver on-time, quality service.
• Monitor team performance and ensure daily goals are met.
• Provide coaching, feedback and recognition to staff.
• Develop standard work and continuous improvement processes.
• Oversee performance of teams, zones or cells and address issues.
• Set expectations and gain commitment to company guidelines and union agreements.
• Conduct performance dialogues and lead problem-solving.
• Coordinate with supervisors and vendors to meet service goals.
• Document performance issues and participate in corrective actions.
• Attend meetings and participate in collateral projects.

Skills

Team leadership

Communication

Conflict resolution

IT systems

Planning/multi-tasking

Customer focus

Safety orientation

Accountability

Teamwork

Engagement/Motivation

Union experience

Problem solving

Education

Bachelor's degree or equivalent

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

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. Lead performance dialogues with front-line co-workers to review metrics, performance boards and issues boards. Develop and support standard work and continuous improvement processes. Oversee and support the performance of a team, zone or cell. Focus on performance issues with the goal of changing co-worker behavior. Set expectations with front-line co-workers and gain their commitment to act in accordance with Company guidelines and union agreements. Serve as subject matter expert on safety, service and procedures.

Team Leadership Activities

• Engage front-line co-workers to deliver excellent customer service and an on-time quality product - for example, participate in briefings, and develop team communications
• Engage and recognize external customers
• Monitor front-line co-worker behavior with customers (both internal and external) to ensure consistency and compliance with Company guidelines, procedures and standards
• Monitor the performance of a team, zone or cell, taking actions as necessary, to ensure daily goals are met
• Assess and delegate the appropriate work tasks to Service Directors/Leads/Pursers
• Identify issues and engage in structured problem solving to assist front-line co-workers in accomplishing work
• Conduct trend analyses, review key metrics and take actions to address items not on track - lead performance dialogues with front-line co-workers to review metrics, performance boards and issues boards
• Develop and implement standard work and continuous improvement processes
• Set expectations with co-workers with regard to performance standards including consistent and outstanding delivery of service and product
• Provide front-line co-workers with regular coaching, feedback and recognition, as appropriate
• Develop skills of front-line co-workers by coaching on performance, as it relates to customer service and products
• Communicate effectively to ensure priorities are understood and acted upon, with clear turnover for continuity across shifts
• Serve as a subject matter expert on service and procedures

Performance Management Activities

• Develop actions plans to affect behavior change (e.g. dependability, overall job performance)
• Provide technical guidance and interpret company guidelines and procedures and/or union agreements to assist employees in performing functional tasks and to ensure that safety, security and service are delivered consistently
• Identify, address and issue appropriate and timely corrective action in accordance with guidelines
• Conduct "routine" investigations, as appropriate, into performance, safety (damages and injuries), complaints and other work issues
• Recognize and document excellent performance
• Partner with vendor supervisor staff to define and address performance impacting shared goals and service delivery to United's customers
• Participate in peer, safety and accident review boards
• Confront and address inappropriate behavior and performance issues with specific feedback

Administrative Activities

• Complete all mandatory regulatory and Company required documentation of activities
• Document performance issues into case management system
• Attend division/unit/group meetings
• Participate on collateral projects
• Email/Voicemail follow up

Qualifications

What’s needed to succeed (Minimum Qualifications):

• High school diploma or equivalent
• Experience leading and influencing a team and customer service experience
• Strong written and oral communication skills
• Conflict resolution and decision making, with the ability to lead
• Experience supervising Union personnel a plus
• Proficient in IT systems and common software appropriate to work group
• Business Acumen/Continuous Improvement
• Customer Focus
• Conflict Resolution
• Accountability
• Teamwork
• Engagement/Motivation
• Safety Orientation
• Planning/multi-tasking
• Ensure front line co-workers are delivering on service, performance and safety objectives set by the company and station
• Operational performance (D:0, A:14, bridges, late weights, freight and mail boarded as booked)
• Controllable Expense (Easy Hours, late lunches)
• Revenue generation (upsell)
• Front line performance (SSEs)
• Safety performance (OSHA, LTI, damages)
• Serve as first responder for co-worker / customer issues, measured through employee engagement surveys, customer feedback surveys, - survey results-UP, lower number of employee grievances
• Improved union relations- working within contractual language

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

• Bachelor's degree and/or 5+ years equivalent work experience
• Union experience

• Demonstrates an understanding of the capabilities and limitations of generative AI tools and effectively leverages them for research, analysis, content creation, and problem-solving. Applies critical thinking to validate AI-generated outputs while adhering to company policies related to 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) 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]