Supervisor - Airport Operations Customer Service

Company: Hispanic Alliance for Career Enhancement
Location: San Francisco
Posted on: May 29, 2025

Job 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.
Key Responsibilities:
The supervisor will 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.
Team Leadership Activities

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• Engage front-line co-workers to deliver excellent customer service and an on-time quality product, including participating in briefings and developing 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 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 performance and safety standards expectations with co-workers, ensuring consistent and outstanding delivery of service and product.
  
• Provide regular coaching, feedback, and recognition to front-line co-workers.
  
• Develop skills of front-line co-workers through coaching on performance related to customer service and products.
  
• Communicate effectively to ensure priorities are understood and acted upon, with clear handovers for shift continuity.
  
• Serve as a subject matter expert on service and procedures.
  
  Performance Management Activities
  
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  • Develop action plans to influence behavior change, such as dependability and overall job performance.
    
  • Provide guidance on company guidelines, procedures, and union agreements to ensure safety, security, and service delivery.
    
  • Identify, address, and document performance issues and conduct investigations as needed.
    
  • Recognize and document excellent performance.
    
  • Partner with vendor supervisors to address shared performance goals and service delivery.
    
  • Participate in safety and accident review boards.
    
  • Address inappropriate behavior and performance issues with specific feedback.
    
  • Complete mandatory documentation and participate in meetings and projects.
    
    Minimum Qualifications:
    
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    • High school diploma or GED/equivalent.
      
    • Experience leading and influencing a team, with customer service experience.
      
    • Strong communication skills, both written and oral.
      
    • Conflict resolution and decision-making abilities.
      
    • Proficiency in IT systems and common software.
      
    • Business acumen, customer focus, teamwork, safety orientation, planning, and multi-tasking skills.
      
    • Ability to ensure delivery on service, performance, and safety objectives.
      
    • Operational performance metrics knowledge.
      
    • Understanding of safety, revenue, and performance standards.
      
    • Legally authorized to work in the US without sponsorship.
      
    • Successful interview completion and reliable attendance.
      
    • Applicants with criminal histories will be considered per the Fair Chance Ordinance.
      
      Preferred Qualifications:
      
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      • Bachelor's degree and/or 5+ years of relevant work experience.
        
      • Experience supervising union personnel.
        
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Keywords: Hispanic Alliance for Career Enhancement, Ceres , Supervisor - Airport Operations Customer Service, Hospitality & Tourism , San Francisco, California