Senior Manager - Lounges & Premium Services Ops

Description

There's never been a more exciting time to join United Airlines. We're on a path towards becoming the best airline in the history of aviation. Our shared purpose - Connecting People, Uniting the World - is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly and we can only do that with a truly diverse and inclusive workforce. And we're growing - in the years ahead, we'll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy and well-traveled. From employee-run "Business Resource Group" communities to world-class benefits like parental leave, 401k and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?

Key Responsibilities:

The Senior Manager, Premium Services Operations serves as the leader of the global operation of United's suite of premium products, including but not limited to: United Clubs, Polaris lounges and ground experience, Global Services, VIP, and tarmac transportation program. Based in United's Corporate Support Center (CSC), the position supervises a large team of Regional Managers stationed across United's network. This key leadership role partners very closely with internal collaborators (Airport Operations, Marketing, Corporate Real Estate, etc.) and external partners (service providers, suppliers, etc.) to establish an operational strategy that strives to achieve continuous and sustainable improvement across the operation of United's premium products, with a focus on driving consistency, identifying and implementing efficiencies, and managing costs.

• Lead all aspects of the global operational execution of United's portfolio of premium products and effectively lead team to desired/targeted outcomes
• Develop, socialize and implement macro operational strategy for the premium space, including: goal setting, critical metric definition, prioritization of work, timeline establishment, etc
• Set operational and customer satisfaction goals for Regional Manager team and coach team on how to architect, implement and measure against airport-specific action plans
• Focus on continuous improvement in the premium operation, especially on optimizing performance of the tarmac transportation program
• Continuously supervise network-wide performance and build case(s) on where to focus work and direct capital and operational investment
• Manage a multi-million dollar annual facilities maintenance budget, as well as the associated intake, prioritization, approvals and forecasting processes with Regional Manager team
• Partner in development of capital planning for lounge network, ensuring that operational need is clearly defined and actioned against consistently
• Represent the voice of the operation in the design and build of premium facilities (lounges, check-in lobbies, etc.) to ensure adherence to standards and optimal maintainability
• Supervise and coach Regional Managers on the successful execution of facility start-ups/mobilizations, as well as closures based on defined and evolving processes
• Meet regularly with key operational and service provider leadership to provide visibility of performance of premium teams

United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the "desired" qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table!

Qualifications

What's needed to succeed (Minimum Qualifications):

• Bachelor's Degree or equivalent experience - Business Administration, Economics, Hospitality, Industrial Engineering, etc.
• 5 years airline/aviation experience; including 3 years direct people management
• Airline operations experience
• Strong project management skills
• Strong communication skills, including creation of materials, and delivery to leaders of varying levels
• Proven people leadership skills
• Advanced critical thinking and analysis skills
• Must be legally authorized to work in the United States for any employer without sponsorship
• Reliable, punctual attendance is an essential function of the position

What will help you propel from the pack (Preferred Qualifications):

• Master's Degree (MBA)
• Additional airline commercial experience
• Refined executive presence
• Ability to lead large, diverse and geographically disperse teams
• Data analysis skills

United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact JobAccommodations@united.com to request accommodation.

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