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.

Job overview and responsibilities

• Responsible for managing Business Partner operations at assigned hub station. Supports the day-to-day relationships with Business Partners; interacts with providers on operational issues and local integration
• Outsourced areas of focus include:Cabin Appearance, Janitorial, Fueling, Lobby Services, Wheelchair, Security, and any additional outsourced services as directed
• Leads and directs team responsible for supervising station operations Business Partner performance; SOP compliance; regulatory compliance, and adherence to/administration of Service Level Agreements
• Collaborates with cross-divisional leadership in definition of and resolution to vendor related problems/issues
• Communicates regarding station specific and system driven changes including, but not limited to, flight schedules, seasonal planning, volume forecasts, SOP updates
• Manages Business Partner Operational Safety programs and initiatives to comply with DOT, FAA, and corporate regulations
• Provides station subject matter expertise in outsourced lines of service
• Oversees the administration of Business Partner operational performance and adherence with United and governmental requirements
• Leads and directs team responsible for supervising station operations Business Partner performance; SOP compliance; regulatory compliance, and adherence to/administration of Service Level Agreements
• Is primary liaison and collaborator with departmental station leadership on resolution of problems related to Business Partner station operations
• Tracks Business Partner performance within station and responsible for communicating to station leadership and Vendor Planning
• Communicates regarding station specific and system driven changes including, but not limited to, flight schedules, seasonal planning, volume forecasts, SOP updates
• Conducts regularly scheduled performance reviews with suppliers to review performance against goals and Service Level Agreements
• Responsible for reviewing customer and reliability metrics, setting locally required goals and developing a foundation for ensuring operational success
• Escalates Business Partner performance issues in partnership with Vendor Planning in accordance with the Service Provider Governance Manual
• Participates in corporate quarterly performance reviews
• Collaborates with the Vendor Planning team, AO Planning Groups, Quality Assurance, Safety, Security, Station Leadership and Supplier Leadership to analyze operational and safety data and define and implement appropriate actions to drive station performance
• Maintains current understanding of scope of work and specific requirements for Business Partner contracts in subject areas to ensure that providers are delivering what is required in accordance with the contract
• Ensures local reconciliation process is in compliance and administered for proper payment of invoices in accordance with contract elements
• Participates in development and implementation of procedures designed to reduce costs or improve service quality provided by service partners
• Serves as key stakeholder for any station supplier transformations
• Keeps current on automation, HR and industry issues that may impact Business Partner systems and operations
• Manages Business Partner Operational Safety programs and initiatives to comply with DOT, FAA, and corporate regulations, as well as training requirements
• Manages real time training, intervention, and enforcement with regards to safety in partnership with vendors, United and United Express Partners
• Manages supervisor(s) who is/are responsible for Business Partner safety compliance by providing aircraft damage and employee injury investigation support
• Responsible for content of presentations for Accident Review Board
• Responsible for ensuring suppliers are compliant with all mandatory training requirements

• Bachelors Degree or 3+ years of related experience, in lieu of a degree
• Multi-discipline field leadership experience with preference for General Manager experience. Minimum 3+ years experience in Airport Operations or related field
• Airline and/or airport operations in a large station/hub setting. Understanding of union environment and CBAs
• Strong communication and presentation skills, both written and verbal, performance management, problem solving, decision making, innovation, team-building, and interpersonal skills. Ability to interact, communicate, and influence individuals at all levels of the organization
• 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

• Experience working with service providers
• Project management principles