Operations Supervisor

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Airport Operations

The Airport Operations department keeps operations at our airports running smoothly through planning, organization and supervision.

Job overview and responsibilities

• 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
• 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
• 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
• 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

Required

• 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
• 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

• Bachelor’s degree

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT