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.
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
The Managing Director has complete responsibility for day to day operational, financial and personnel performance of assigned domestic UAX stations. All station openings /closings, training, related Corporate Real Estate / facilities coordination, personnel selection, liaison with all applicable internal departments / divisions.
Culture leader / employee champion / Maintain positive vendor relationships
Maintain Safe, clean and reliable operation
Cargo and mail plus corresponding performance metrics
Administration of Emergency Response to Field/ member of Operational Incident Center (OIC)
Daily management, oversight and accountability of the following governmental and all company / divisional performance metrics to include:
On-time Performance
Station Baggage Performance
Part 382 Serving the Disabled
Manage over sales, denied boarding and compensation amounts, bag and change fees, ancillary revenue, ticketing requirements, etc.…
Customer Service satisfaction, complaint and compliment ratios
Customer Processing Line waits, transaction times and throughput processing of customers
Long Tarmac Delay program
Manage and direct station organization to ensure superior customer service, which includes, mainline, express and partner airlines
Compliance with Stations controls and Internal Audit standards
Provide functional support and feedback on Kiosk’s, GIDS, LIDS, CARS, Scanning, E Services, and ADMS. Electronic documents, etc.
Complete responsibility for facilities, equipment, and personnel appearance
Leadership and support to directs and “dotted line” reports
Oversight and preparation of budgets / capital plans / staffing forecasts / resource headcount requirements
Maintain strong working relationships with OAL / airport authorities / vendors / governmental authorities (FAA / TSA / CBP)/internal divisions
Manage multiple vendor service contracts as required
Achieve Corporate financial metrics / cost savings
Manage and direct station organization to ensure superior customer service, which includes, mainline, express and partner airlines
Stay within budgets / capital plans / staffing forecasts / resource management
Successfully manage (within budget, time constraints) all station openings /closings, employee training, related Corporate Real Estate / facilities
coordination, personnel selection, liaison with all applicable internal departments / divisions
Responsible for vendor management, and managing multiple vendor service contracts as required
Works with staff counterpart organizations to assure vendor contracts are up to date and meet cost and product delivery criteria and to assure airport real estate and rates and charges provide a cost-effective environment for United
Daily management, oversight and accountability of the following governmental and company / divisional measurements of performance: On-time Performance, Missed Bag Performance
Manage over sales, denied boarding and compensation amounts, bag and change fees, ancillary revenue, ticketing requirements, etc.
Customer Service satisfaction, complaint and compliment ratios, Line waits, transaction times and throughput processing of customers
Successfully manage (time / budget / deliverables) all station openings / closings / transitions, employee / vendor training, Corporate Real Estate and related facilities coordination, personnel selection, liaison with all applicable internal departments / divisions
Oversight and preparation of budgets capital plans / staffing forecasts / headcount requirements
Compliance with Stations controls and Internal Audit standards
What’s needed to succeed (Minimum Qualifications):
College degree or relevant experience
7 plus years relevant management experience in Airport Operations environment or equivalent experience
Desire to work in a very fast paced environment and lead a large-scale organization
Knowledge of airport operations to include hub operations, terminal / ramp operations and ATO, and related technology
Thorough knowledge of station controls and Internal Audit
Must maintain professional appearance
Analytical thinking, goal-directed leadership and service-oriented performance
Thorough knowledge of operational corporate policies and procedures
Travel between 15-30 percent of time, or as required
Outstanding communication and interpersonal skills
Demonstrated leadership and ability to develop and motivate personnel
Proactive management style, superior problem-solving skills and drive for excellence
Must be flexible to work all shifts and, when necessary, available 7 days a week / 24 hours a day, including holidays and weekends, to deal with any operational and /or unforeseen situations
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
This role is based in Chicago
Travel between 15-30 percent of time, or as required
The base pay range for this role is $196,460.00 to $255,844.00.