Job Description

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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 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 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 Uniteds 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

* High School Diploma, GED or education 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
* Must be flexible and willing to work any shift in a 24 hour/7 day a week operation including weekends, nights and holidays
* Must possess a valid state-issued driver's license
* Acceptable driving record
* Regular attendance is required at the work location of Salt Lake City International Airport (SLC)
* 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

* Bachelors degree
* Computer skills including Microsoft Office (Outlook, Word, Excel)
* Experience supervising Union personnel a plus
* Experience working in Airport Operations, including Customer Service & Ramp Service

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