United Airlines Analyts/Staff Representative - Gate Planning & Standards in Chicago, Illinois


The Analyst/Staff Representative, Gate Planning and Standards (Customer Service Airport Operations) is a member of the Global Operations Strategy, Planning & Design (GOSPD) team. This role is responsible for effectively creating and implementing policies and processes that align with United’s Core4 principles. An advocate for customers and Airport Operations employees, this role will represent the interests of these groups and serve as the primary subject matter expert on projects and initiatives with a focus on the departure and arrival experience and the gate area ecosystem. The position will require up to 25% travel.


  • Draft policy and procedures that create a cohesive and seamless experience, that airport employees can consistently use as a guide in decision making

  • Supports process and/or technology initiatives that support positive customer and employee experiences

  • Assists cross-divisional collaboration and communication through partnering and routine execution

  • Supports senior leadership initiatives and ad hoc requests

  • Offer subject matter expertise on technology enhancements

  • Supports maintenance for current processes and systems

  • Aids in testing of new products and processes


· Bachelor's Degree Required

· Or equivalent work experience


· Proficiency with Microsoft Office Professional Products required

· Understanding of Customer Service required

· Strong attention to detail required

· Ability to develop, meet and manage multiple priorities and timelines required

· High desire to proactively initiate ideas, influence change

· Effectively communicate and present to all company levels required

· Understanding of Airport Operations preferred

  • Demonstrated problem solving skills required

  • Proven capability as a team player required

  • Ability to work with internal/external stakeholders required

  • Change management preferred


  • 2+ years of customer service experience required

  • 1 – 3 years of analytical experience


  • 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

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT

Division: 81 Global Ops Strategy/Plng Dsgn

Function: Professional Opportunities

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled