United Airlines Senior Regional Manager - Regional Line Station in San Francisco, California
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The Airport Operations department keeps operations at our airports running smoothly through planning, organization and supervision.
Job overview and responsibilities
Complete responsibility for day to day operational, financial and personnel performance of assigned domestic regional line stations managed by third party ground handling companies. Utilizes KPIs to provide operational input/feedback and implements actions with internal/external stakeholders (CRE, Network Planning, AO Finance, Procurement, Airport Authorities, TSA) to drive continuous improvement and consistent service, i.e., airport branding, administrative processes. Enforces Service Level Agreements (SLAs) and takes corrective action when necessary, including financial penalities, if applicable. Follows United's Core Values at all times and instills this culture in the field.
This position may be based at SFO or LAX.
Ensures focus on operational performance, brand alignment and customer satisfaction, as well as compliance with contract and corporate standards.
Coordinates implementation of new initiatives, resolution of issues, and performance improvement initiatives
Audits stations to ensure compliance with United and regulatory requirements
Continuous analyses of station performance to identify opportunities for improvement
Ensures rigorous monitoring of operational performance/service standards and, where needed, provide feedback/support to local stations and/or ground handler leadership to improve performance
Develops ground handling business partner stations to ensure they continuously improve and provide a consistent product
Monitors BEAT scores for area of responsibility and take appropriate corrective action, as required
Influences performance via internal/external cross functional teaming, facilitates and enables accountability, transparency, prioritization of Regional station metrics to meet/exceed goals and customer expectations
Enforces Service Level Agreements (SLAs) and takes corrective action when necessary, including financial penalties, if applicable
Utilizes continuous improvement expertise to target process and performance improvement within the stations
Supports stations with Technology and Facilities requests.
Acts as a liaison between United Express , IT, CRE and Network
Supports station transitions ensuring United standards are met (safety, branding, customer facing facilities)
Coordinates training for new vendor management employees or ones that require additional support
Manages and directs station organization to ensure superior customer service, which includes, mainline, express and flying partners
Works closely with Vendor Management group on financial and contractual issues that require coordination, follow-through, or oversight
Coordinates feedback to Network Planning on network changes, providing feedback on schedule impact to performance, facilities and cost
Proven track record as an innovator and problem solver
Adept at building relationships
Credibility and respect with peers, subordinates and superiors
Excellent written and oral communications
Adapt to metric driven culture
Demonstrated ability to effectively communicate across all levels of the organization
Excellent presentation skills
Strong business acumen
B.S. degree in Aviation , Transportation, Business or relevant experience
Proven experience in Airport Operations or operations support
5 plus years relevant management experience in Airport Operations environment or equivalent experience required.
Experience working with various United and partner organizations to solve problems and gain commitments
Experience building presentation decks and presenting in front of others
Experience interpreting and enforcing Service Level Agreements (SLAs)
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
Lean Six Sigma Certification
Advanced degree, such as MBA
Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT
Division: 62 Airport Operations
Function: Airport Management & Administrative
Equal Opportunity Employer – Minorities/Women/Veterans/Disabled