United Airlines Represenative - Operations Support and Quality Professional Audit in Washington, District Of Columbia

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.

Job overview and responsibilities

Responsible for conducting on-site audits of vendor performance to ensure quality operations, regulatory compliance, and adherence to Service Level Agreements. Outsourced areas of focus include: Cabin Appearance, Cargo, Fueling, Customer Service, Lobby - D, Ramp, Unaccompanied Minor, Wheelchair, Security & Skycap. Develops implements and maintains audit programs to meet all quality measures and define performance trends. Responsible for analyzing vendor performance trends in assigned regions, conducting root cause analysis and partnering with the station and supplier to develop action plans designed to drive performance metrics. Provides consultation to station leadership in the escalation of vendor performance issues and initiates corporate action planning and resolution processes for defined service level failures. Develops and administers systems and procedures that allow station management to successfully manage vendor performance and compliance. Provides on-site support for station transformations including: including station start-ups, closures, conversions (mainline to express or express to mainline), seasonal service, line of service transitions and terminal moves. May be asked to lead and direct a team of stakeholders in the planning and execution of line of service transitions. Position requires 30% - 60% travel.

  • Responsible for conducting on-site audits of vendor performance to ensure quality operations, regulatory compliance, and adherence to Service Level Agreements

  • Responsible for completing line of service audits goals for assigned Hub and line stations (10 – 20), to ensure quality control in the delivery of services

  • Collaborates with the Vendor Planning team, AO Planning Groups, Quality Assurance, Station Leadership and Supplier Leadership to analyze audit and performance data and collaborate on appropriate implementation actions

  • Conducts regularly scheduled performance reviews with Station and Service Provider leadership following completion of station audits

  • Responsible for reviewing customer and reliability metrics with the station and supplier and developing a foundation for ensuring operational success

  • Provides consultative services to station leadership in the execution of vendor management protocols and line or service processes and procedures

  • Supports station leadership in the development of performance correction plans and definition of data required for performance escalation

  • Attends individual training events designed to maintain and improve subject matter expertise

  • Participates in the refinement of audit programs for all airport lines of service including Cabin Appearance, Cargo, Fueling, Customer Service, Lobby - D, Ramp, Unaccompanied Minor, Wheelchair, and Security & Skycap

  • Implements and maintains quality audit program requirements, processes, and reporting systems to support station and vendor accountability

  • Participates in development and implementation of procedures designed to reduce costs or improve service quality provided by our service partners

  • Participates in the development of service level agreements, vendor performance management tools, and vendor training protocols to drive service provide performance in critical customer and operating metrics. Identifies systemic issues and makes recommendations for process changes and improvements

  • Collaborates on the development of the service provider governance and implementation of the protocols defined in the Service Provider Governance Manual to deliver consistency and compliance with airline and regulatory requirements

  • Provides on-site support for station transformations including: station start-ups, closures, conversions (mainline to express or express to mainline), seasonal service, line of service transitions and terminal moves

  • May be asked to lead and direct a team of stakeholders in the planning and execution of line of service transitions

  • Ensures the station and supplier establish an environment of safety and regulatory compliance prior to completion of projects

Required

  • High School Degree

  • Strong communication skills, both written and verbal

  • Performance management, problem solving, decision making and innovation are key skill sets

  • Minimum two years experience in Airport Operations or related background

  • Multi disciplined field experience a must

  • Experience in project management initiatives and working cross functionally

  • 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

Preferred

  • Experience working with Service Providers

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

Division: 62 Airport Operations

Function: Airport Management & Administrative

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled