Supervisor, Airport Operations

vor 5 Monaten

Frankfurt am Main, Deutschland United Airlines Vollzeit

**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.

Join our Airport Management Team as we continue to develop the world’s leading airline. As Supervisor of Airport Operations, you play a meaningful role in assuring that high Safety Regulations are met at all times, Station Goals are achieved, and excellent Customer Service levels are maintained.

**Job overview and responsibilities**
- 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
- Identify issues and engage in structured problem-solving to assist front-line co-workers in accomplishing work
- Conduct trend analyses, review 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
- Develop action 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 per 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 the case management system
- Attend division/unit/group meetings
- Participate in collateral projects

This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded.

**Qualifications**:
**Required**
- High school diploma or equivalent
- Experience leading and influencing a team and customer service experience in the airline industry
- Strong written and oral communication skills
- Conflict resolution and decision-making, with the ability to lead
- Proficient in IT systems and common software appropriate to workgroup
- 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)
- Improved union relations
- working within contractual language
- Must be legally authorized to work in Germany for any employer without sponsorship
- Must be fluent in English and German (written and spoken)
- Successful completion of interview required to meet job qualification
- Reliable, punctual attendance is an essential function of the position

**Preferred**
- Bachelor's degree or 4 years of relevant work experience

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

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