Supervisor - Airport Operations Customer Service

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.

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. Develop and support standard work and continuous improvement processes. Oversee and support the performance of a team, zone or area.

Lead and engage front-line teams to deliver exceptional customer service and on-time, high-quality products; conduct briefings, set clear expectations, and maintain strong team communications across shifts. Assign and delegate tasks appropriately; provide ongoing coaching, recognition, and skill development focused on service and operational excellence. Identify issues and apply structured problem solving; develop and execute action plans to address performance or behavior gaps (e.g., dependability, attendance, job quality). Monitor team performance and customer interactions to ensure compliance with company standards, safety protocols, and service goals. Administer corrective actions and document performance issues, investigations (e.g., safety, complaints), and high performance in the case management system.

Review key metrics, conduct trend analyses, and lead performance dialogues to drive continuous improvement and accountability. Develop and implement standard work processes; ensure effective shift turnover and operational alignment.

Participate in peer, safety, and accident review boards; address and resolve inappropriate behavior with clear, actionable feedback.

Serve as a subject matter expert on service delivery, company procedures, and union guidelines; provide technical guidance as needed.

Partner with Business Partners to support shared goals and ensure consistent service delivery.

Complete required documentation, attend team and leadership meetings, support collateral projects, and manage communications (e.g., email, voicemail follow-up).