Job Description
Responsible for conducting operational audits of airports to ensure quality operations, regulatory compliance, and to drive improvement in customer satisfaction. This includes auditing of United co-workers and Business Partners: Customer Service, Ramp Handling, Catering Operations, United Express, Lavatory Service, Skycap and Wheelchair Services. Develops, implements and maintains audit programs to meet all quality measures and current requirements. Prepares and delivers written and in-person de-briefs to ensure local leadership is aware of findings and corrective actions needed to meet service expectations. Responsible for conducting root cause analysis and partnering with local leadership to develop action plans designed to drive performance metrics. Partners with local Hub leadership to develop and administer systems and procedures that allow station management to successfully manage Business Partners.
Duties and Responsibilities
Responsible for completing line of service audits goals for assigned Hub and line stations (20-40), to ensure quality control in the delivery of services
Conducts performance reviews with Station and Business Partner leadership following completion of station audits
Prepared detailed written audit and executive summaries following the completion of audits
Responsible for reviewing policies, procedures and performance metrics with the station while performing quality control support to drive operational success
Collaborates with the Global Operations Strategy & Planning groups, Internal Evaluation, Station and Business Partner Leadership to address systemic findings and drive performance metrics
Provides leadership and consultative services to station leadership in the execution of vendor management protocols and line of service processes to include attending monthly hub leadership meetings
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
Job Requirements
High school diploma, GED or education equivalent
2+ years' experience across Airport Operations which includes customer service, ramp operations, business contract strategy and business acumen
Excellent communication skills; including written and verbal
Motivated individual that has demonstrated problem solving and decision-making ability in large, multi-level department environment
Outstanding interpersonal skills
Project Management experience
Strong experience with Microsoft Word, Excel and PowerPoint
Must be willing and able to travel approximately 50%
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
College degree
Second language
Safety Maintenance System (SMS) experience
Previous supervision or audit experience
SharePoint and ETQ experience
Safety Audit training and/or certification
