Supervisor - Airport Operations

Description

United’s Airport Operations team keeps airport operations running smoothly every day, from check‑in counters to departure gates and baggage handling. The supervisor will lead and develop front‑line co‑workers to deliver consistent, excellent customer service and quality products in line 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

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.
• Proficiency with 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.

Preferred Qualifications:

• Bachelor’s degree or related experience.
• Union experience.

Pay

The base pay range for this role is $80,235.90 to $98,066.10, dependent on experience, education, and skills. This position is also eligible for bonus and/or long‑term incentive compensation awards.

Benefits

• Medical, dental, vision, life, accident & disability insurance.
• Parental leave.
• Employee assistance program.
• Commuter benefits.
• Paid holidays and paid time off.
• 401(k) retirement plan.
• Flight privileges.