Supervisor - Customer Service Airport Operations

United Airlines•Houston, TX

2d•Onsite

About The Position

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).

Requirements

High school diploma or equivalent
2+ years’ experience in an operations or fast-paced business environment or successful completion of a company-sponsored training program
Experience leading teams and delivering customer service
Strong written, verbal, and interpersonal communication skills
Proven ability in conflict resolution, decision-making, and team leadership
Proficient in IT systems and job-relevant software
Demonstrated strengths in business acumen, continuous improvement, and customer focus
Strong sense of accountability, teamwork, motivation, and safety orientation
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

Bachelor's degree or related experience
Union experience

Responsibilities

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
Manage communications (e.g., email, voicemail follow-up)