Supervisor - Customer Service Airport Operations

United Airlines•Denver, CO

1d•$80,236 - $98,066

About The Position

United Airlines’ Airport Operations team keeps airport operations running smoothly, from check-in and departure gates to baggage handling. The Supervisor leads and develops front-line co-workers to deliver consistent, excellent customer service and quality products in accordance with company guidelines. The role oversees a team, zone, or area and supports operational consistency, standard work, and continuous improvement. The Supervisor leads and engages front-line teams to deliver exceptional customer service and on-time, high-quality products. They set expectations, communicate across shifts, delegate and assign work, coach and recognize employees, monitor performance, and address performance or behavior gaps. The role supports compliance with company standards, safety protocols, and service goals, and documents performance issues, investigations, corrective actions, and strong performance in the case management system. The position also reviews metrics and trends, leads performance dialogues, develops standard work, and supports effective shift turnover. The Supervisor participates in peer, safety, and accident review boards; provides guidance on service delivery, company procedures, and union guidelines; partners with Business Partners; and completes required documentation, meetings, projects, and communications.

Requirements

High school diploma or equivalent.
At least 2 years of 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.
Demonstrated ability in conflict resolution, decision-making, and team leadership.
Proficiency with IT systems and job-relevant software.
Strength in business acumen, continuous improvement, and customer focus.
Strong accountability, teamwork, motivation, and safety orientation.
Legally authorized to work in the United States for any employer without sponsorship.
Successful completion of an interview.
Reliable, punctual attendance; 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 team communications across shifts.
Assign and delegate tasks; provide ongoing coaching, recognition, and skill development.
Identify issues, apply structured problem solving, and develop and execute action plans to address performance or behavior gaps.
Monitor team performance and customer interactions for compliance with company standards, safety protocols, and service goals.
Administer corrective actions and document performance issues, investigations, 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 and ensure effective shift turnover and operational alignment.
Participate in peer, safety, and accident review boards and address inappropriate behavior with clear, actionable feedback.
Serve as a subject matter expert on service delivery, company procedures, and union guidelines, providing technical guidance as needed.
Partner with Business Partners to support shared goals and consistent service delivery.
Complete required documentation, attend team and leadership meetings, support collateral projects, and manage communications such as email and voicemail follow-up.