Regional Manager - Lounges & Premium Services (Onsite)
About The Position
This role serves as the dedicated in-field management for the operation of United’s suite of premium products, including but not limited to: United Clubs, Polaris lounges and ground experience, Global Services operations, VIP, and tarmac transportation program. The position is primarily responsible for oversight of premium functions at United's Chicago O'Hare hub (ORD) along with select line (e.g. non-hub) airport locations in the region. This leadership role will partner very closely with local airport operations and vendor partners in order to effectively manage all aspects of the operation, including: staffing/manpower planning, maintaining facilities to corporate standards, facility improvements, product and service roll-outs, etc. Further, this role will strive to achieve continuous improvement across the operation of United’s premium products with a focus on driving consistency, identifying and implementing efficiencies, and managing costs.
Requirements
- Bachelor's Degree
- Minimum 4 years airline/aviation management experience
- Vendor management experience
- Airport Operations experience
- Exceptional communication skills - written and verbal
- Strong project management skills for complex, matrixed projects
- Strong presentation skills, including material creation and delivery
- Strong critical thinking skills
- Ability to build budgets and manage expenses
- 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
Nice To Haves
- Additional field/airport leadership experience, including direct management of large, union-represented teams
- Hospitality management experience
- Demonstrated background in strategic reasoning/analysis
- Experience designing and delivering business cases
- Additional language skills
Responsibilities
- Oversee operational execution in region for United’s suite of premium products, including: United Club, Polaris lounge, Global Services, VIP, and tarmac transportation program
- Partner with local and Customer Support Center leadership to oversee/support/direct dedicated team of Premium Services Supervisors and Premium Services Representatives
- Develop and manage all aspects of local third party vendor relationships and performance, as well as conduct objective audits and ensure adherence to service level agreements
- Architect, implement and measure progress against action plans to sustain or improve customer satisfaction performance and drive positive change
- Prioritize, direct, and project manage facility maintenance needs, and develop business cases for facility and product/service enhancements where needed
- Partner with Resource Planning and local teams to understand staffing need, establish standards, and drive consistency while recognizing and balancing labor costs
- Liaise and partner between all station and department leaders in region, serving as the local subject matter expert on United’s Premium Services products, standards, and operation
- Provide tools, training, communication and additional support to dedicated employees
- Support system initiatives and serve as regional manager representative on Corporate Support Center projects and act as liaison with filed-based peers to support roll-outs
Benefits
- medical
- dental
- vision
- life
- accident & disability
- parental leave
- employee assistance program
- commuter
- paid holidays
- paid time off
- 401(k)
- flight privileges
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
