Director - AO Ramp Service

United Airlines•Chicago, IL

8d•Onsite

About The Position

Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network. Come join us to create what’s next. Let’s define tomorrow, together. Description Key Responsibilities: Provide strategic leadership and operational oversight for all aspects of ramp performance and service delivery. This is an onsite role in Chicago at ORD. Strategic Leadership Direct all ramp operations and establish performance standards for safety, efficiency, and service quality Develop and implement operational strategies to optimize aircraft turnaround times and resource utilization Drive a proactive partnership with cross-functional leaders to align ramp operations with broader station goals Establish and achieve financial objectives; manage department administration, manpower, and financial controls Team Leadership & Development Execute all departmental training in a timely manner and coordinate development of additional training as needed Build a high-performing team culture focused on safety, accountability, and operational excellence Lead the management team and execute performance management and succession planning initiatives in partnership with relevant departments Develop management and frontline employees through coaching and interaction Build and maintain an effective, engaged workforce including union, management, and administrative employees Safety & Compliance Drive departmental safety oversight, proactive safety initiatives, and communication Eliminate safety threats through robust frontline communication and ensure all team members maintain focus on safety excellence Ensure compliance with all security protocols required by United Airlines, airport authorities, government agencies, and FAA/DOT Plan, coach, and safely execute all departmental operations Operational Excellence Provide strategic oversight of baggage sortation systems and operations center and coordinate with appropriate departments to ensure proper functionality Develop, implement, and execute baggage-related initiatives and strategy Manage STAR Alliance partnerships and United Express operations Lead station-level planning for irregular operations, weather events, and peak travel periods Achieve operational performance metrics including Turn Compliance Index (TCI), local and transfer bag execution, mishandled bag ratio (MBR), and D:0 Stakeholder Engagement Foster strong cross-divisional collaboration; collaborate regularly with airport departments, CSC, hub and line stations, government agencies, airport authorities, business partners, and vendors Partner with union representatives Engage and collaborate with business partners in the local airport community including government agencies (TSA, Airport Authority, FAA) and other airlines Fulfill additional responsibilities as assigned by leadership

Requirements

Bachelor's degree in related field or equivalent work experience
8+ years of relevant professional experience
4+ years of leadership experience leading a team
Proven success managing multi-department, multi-layered operations including logistics, business systems, performance metrics, and budgets
Demonstrated success in people management, decision-making, and goal-directed leadership
Strong problem-solving skills with ability to apply continuous improvement methods and industrial engineering principles
Familiarity with safety, operational, and corporate processes and procedures
Experience overseeing safety programs and regulatory requirements in a data-driven operational environment
Effective management of unionized workforce
Excellence in team leadership and mentorship
Commitment to promoting a safe working environment
Ability to manage 24/7 operations with onsite presence, shift work, extended hours, weekend work, and travel with short notice availability
Legal authorization to work in the United States without sponsorship
Ability to drive in AOA zones and pass all required training, security/background, and postal checks

Nice To Haves

2+ years of ramp leadership in airport operations or equivalent leadership experience in a fast-paced operational environment
Strong understanding of hub and station operations
Experience in airline operations, ramp operations, express operations, or station operations
Strong data analytics background with ability to identify trends and patterns for operational improvement
Large-scale manpower planning experience

Responsibilities

Provide strategic leadership and operational oversight for all aspects of ramp performance and service delivery.
Direct all ramp operations and establish performance standards for safety, efficiency, and service quality
Develop and implement operational strategies to optimize aircraft turnaround times and resource utilization
Drive a proactive partnership with cross-functional leaders to align ramp operations with broader station goals
Establish and achieve financial objectives; manage department administration, manpower, and financial controls
Execute all departmental training in a timely manner and coordinate development of additional training as needed
Build a high-performing team culture focused on safety, accountability, and operational excellence
Lead the management team and execute performance management and succession planning initiatives in partnership with relevant departments
Develop management and frontline employees through coaching and interaction
Build and maintain an effective, engaged workforce including union, management, and administrative employees
Drive departmental safety oversight, proactive safety initiatives, and communication
Eliminate safety threats through robust frontline communication and ensure all team members maintain focus on safety excellence
Ensure compliance with all security protocols required by United Airlines, airport authorities, government agencies, and FAA/DOT
Plan, coach, and safely execute all departmental operations
Provide strategic oversight of baggage sortation systems and operations center and coordinate with appropriate departments to ensure proper functionality
Develop, implement, and execute baggage-related initiatives and strategy
Manage STAR Alliance partnerships and United Express operations
Lead station-level planning for irregular operations, weather events, and peak travel periods
Achieve operational performance metrics including Turn Compliance Index (TCI), local and transfer bag execution, mishandled bag ratio (MBR), and D:0
Foster strong cross-divisional collaboration; collaborate regularly with airport departments, CSC, hub and line stations, government agencies, airport authorities, business partners, and vendors
Partner with union representatives
Engage and collaborate with business partners in the local airport community including government agencies (TSA, Airport Authority, FAA) and other airlines
Fulfill additional responsibilities as assigned by leadership