Supervisor - Airport Operations - Ramp Service
Location:
Newark , New Jersey
Posted:
November 18, 2017
Reference:
EWR00002348-DW

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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 
Team Leadership Activities 
  • 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
Performance Management Activities
  • 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 
Administrative Activities
  • 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
  • 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)
  • Serve as first responder for co-worker/ customer issues, measured through Employee engagement surveys, customer feedback surveys.- survey results-UP, lower number of employee grievances
  • Improved union relations- working within contractual language

 

Required 

  • Business Acumen/Continuous Improvement
  • Customer Focus
  • Conflict Resolution
  • Accountability
  • Teamwork
  • Engagement/Motivation
  • Safety orientation
  • Planning/multi-tasking
  • 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
  • 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

 

 



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