Manager - Airport Operations Quality Control

Description

There's never been a more exciting time to join United Airlines. We're on a path towards becoming the best airline in the history of aviation. Our shared purpose - Connecting People, Uniting the World - is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly and we can only do that with a truly diverse and inclusive workforce. And we're growing - in the years ahead, we'll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy and well-traveled. From employee-run "Business Resource Group" communities to world-class benefits like parental leave, 401k and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?



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.



Key Responsibilities:

This Manager will be responsible for Hub and Line-station Airport Operations Quality Control team as part of AO Safety & Regulatory Compliance. Primarily responsible for all independent quality control audit functions covering Airport Operations lines of service within a defined hub and line-station region. The leader must have a proven track record for decisive actions backed by strategic planning, continuous improvement, analytical thinking, goal-directed leadership and service-oriented performance. This leader will deliver results through leadership, direction, alignment and motivation. Leads a team of up to four Audit Representatives based within the assigned region. This leader coordinates development, execution and analysis of AO related Audits. Serve as the primary QC liaison with leadership at their assigned hub(s) and line stations, as we as the CSC.

• Responsible for providing airport quality control for all Airport Operations lines of service to include both insourced and outsourced operations to ensure safe, quality operations, regulatory compliance and to drive improvement in customer satisfaction. Provides leadership and direction to a team of Auditors based in their assigned hubs. Lines of service include: Customer Service, Ramp handling, Lavatory Service / Portable Water and applicable CFR's pertaining to Airport Operations safety & regulatory. The focus of all audits is validating that stations are meeting established guidelines specific to safety, policy and procedures and regulatory compliance. Ensures performance reviews are conducted with local leadership following completion of station audits and that measurable action plans are put in place to drive corrective action
• Supports team in the development, implementation and maintenance of all quality control audit program requirements, processes, and reporting systems to support station accountability. Helps ensure programs are comprehensive and current for all airport lines of service. Collaborates with QC Senior Manager, Airport Operation's Leadership, Global Operations Strategy & Planning groups, Corporate Safety and Internal Evaluation Programs to ensure program relevance, root cause analysis, determine support priorities, and to implement corrective actions designed to address systemic findings and drive performance metrics. Develops executive summaries to highlight audit results and increase awareness of trends for Hub and Line-station leaders. Ensures direct reports maintain subject matter expertise in supported of each line of service
• Works with the hub and line station leadership to support in the escalation of service partner performance issues and action planning to drive resolution for defined service level failures. Participates in regularly scheduled performance reviews with hub leadership to define operational performance and support continuous improvement initiatives in service delivery to customers
• Leads employees by motivation, mentorship and accountability for individual performance. Develops employees through counseling, coaching and career planning forums. Responsible for setting objectives, developing goals and handling performance evaluation process for direct reports.

NOTE: This position is based at either ORD (O'Hare International Airport) in Chicago, IL or at IAH (George Bush Intercontinental Airport) located in Houston, TX and considered 100% onsite with travel.



United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the "desired" qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table!

Qualifications

What's needed to succeed (Minimum Qualifications):

• Bachelor's degree or 4 years' of relevant work experience
• 5 years of Airport Operations Leadership or related experience
• SMS (Safety Management System) experience
• Strong experience with Microsoft Office products such as Word, Excel and PowerPoint
• Data Analytics and Quality Assurance experience
• Excellent written, verbal and presentation skills
• Ability to travel up to 60% domestic and internationally
• Must be willing and able to work 100% onsite at either ORD (O'Hare International Airport) in Chicago, IL or at IAH (George Bush Intercontinental Airport) located in Houston, TX
• 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

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

• Previous safety, regulatory and/or policy & procedures audit experience
• Skilled at the executive level providing presentations & public speaking
• Experienced with SharePoint and ETQ
• Experienced with at least one additional speaking language
• Safety Audit training and/or certification

United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact JobAccommodations@united.com to request accommodation.