Supervisor - Airport Operations (Vancouver, Canada) We have a wide variety of career opportunities around the world — come find yours. Airport Operations The Airport Operations department keeps operations at our airports running smoothly through planning, organization and supervision. This position is located at the YVR Vancouver International Airport in Richmond BC, Canada Job overview and responsibilities 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 guideline Ensure consistency on operational, service and product delivery Lead performance dialogues with front-line co-workers to review metrics, performance boards and issues boards Develop and support standard work and continuous improvement processes Oversee Customer Service and Ramp operations Oversee and support the performance of a team, zone or cell Focus on performance issues with the goal of changing co-worker behavior Set expectations with front-line co-workers and gain their commitment to act in accordance with Company guidelines and union agreements Serve as subject matter expert on safety, service and procedures Engage front-line co-workers to deliver excellent customer service and an on-time quality product – for example, participate in briefings, and develop team communications Engage and recognize external customers Monitor front-line co-worker behavior with customers (both internal and external) to ensure consistency and compliance with Company guidelines, procedures and standards Monitor the performance of a team, zone or cell, taking actions as necessary, to ensure daily goals are met Assess and delegate the appropriate work tasks to Service Directors/Leads/Pursers Identify issues and engage in structured problem solving to assist front-line co-workers in accomplishing work Conduct trend analyses, review key metrics and take actions to address items not on track – lead performance dialogues with front-line co-workers to review metrics, performance boards and issues boards Develop and implement standard work and continuous improvement processes Set expectations with co-workers with regard to performance standards including consistent and outstanding delivery of service and product Provide front-line co-workers with regular coaching, feedback and recognition, as appropriate Develop skills of front-line co-workers by coaching on performance, as it relates to customer service and products Communicate effectively to ensure priorities are understood and acted upon, with clear turnover for continuity across shifts Serve as a subject matter expert on service and procedures Performance Management Activities Develop actions plans to affect behavior change (e.g. dependability, overall job performance) Provide technical guidance and interpret company guidelines and procedures and/or union agreements to assist employees in performing functional tasks and to ensure that safety, security and service are delivered consistently Identify, address and issue appropriate and timely corrective action in accordance with guidelines Conduct “routine” investigations, as appropriate, into performance, safety (damages and injuries), complaints and other work issues Recognize and document excellent performance Partner with vendor supervisor staff to define and address performance impacting shared goals and service delivery to United’s customers Participate in peer, safety and accident review boards Confront and address inappropriate behavior and performance issues with specific feedback Administrative Activities Complete all mandatory regulatory and Company required documentation of activities Document performance issues into case management system Attend division/unit/group meetings Participate on collateral projects Email/Voicemail follow up Ensure front line co-workers are delivering on service, performance and safety objectives set by the company and station Operational performance (D:0, A:14, bridges, late weights, freight and mail boarded as booked) Controllable Expense (Easy Hours, late lunches) Revenue generation (upsell) Front line performance (SSEs) Safety performance (OSHA, LTI, damages) Serve as first responder for co-worker/ customer issues, measured through Employee engagement surveys, customer feedback surveys.- survey results-UP, lower number of employee grievance Improved union relations- working within contractual language This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded. Required High school diploma or GED Experience leading and influencing a team and customer service experience Strong written and oral communication skills Conflict resolution and decision making, with the ability to lead Experience supervising Union personnel a plus Proficient in IT systems and common software appropriate to work group Business Acumen/Continuous Improvement Customer Focus Conflict Resolution Accountability Teamwork Engagement/Motivation Safety orientation Planning/multi-tasking Must be able to work a flexible schedule including holidays, weekends, nights. Must be fluent in English written and spoken (French is a plus) Must be legally authorized to work Canada for any employer without sponsorship Successful completion of interview required to meet job qualification Reliable, punctual attendance is an essential function of the position Preferred Bachelor’s degree 2 years of airport operations experience 2 years of supervisor or leadership experience in the airline industry Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT Division: 62 Airport Operations Function: Airport Management & Administrative Equal Opportunity Employer – Minorities/Women/Veterans/Disabled