Regional Manager - Lounges & Premium Services
Job 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?
At United, we care about our customers. To be the best airline in aviation history, we need to deliver the best service to our customers. And it takes a whole team of dedicated customer-focused advocates to make it happen! From our Contact Center to customer analytics, insights, innovation, and everything in between, the Customer Experience team delivers outstanding service and helps us to run a more customer-centric and dependable airline.
Key Responsibilities:
This role serves as the dedicated in-field management for the operation of United’s suite of premium products, including but not limited to: United Clubs, Polaris lounges and ground experience, Global Services operations, VIP, and tarmac transportation program. The position is primarily responsible for oversight of premium functions at United's Houston hub (IAH) along with select line (e.g. non-hub) airport locations in the region. This leadership role will partner very closely with local airport operations and vendor partners in order to effectively run all aspects of the operation, including: staffing/workforce planning, maintaining facilities to corporate standards, facility improvements, product and service roll-outs, etc. Further, this role will strive to achieve continuous improvement across the operation of United’s premium products with a focus on driving consistency, identifying and implementing efficiencies, and managing costs.
- Supervise operational execution in region for United’s suite of premium products, including: United Club, Polaris lounge, Global Services, VIP, and tarmac transportation program
- Partner with local and Customer Support Center leadership to oversee/support/direct dedicated team of Premium Services Supervisors and Premium Services Representatives
- Develop and lead all aspects of local third-party vendor relationships and performance, as well as conduct objective audits and ensure adherence to service level agreements
- Architect, implement and measure progress against action plans to sustain or improve customer satisfaction performance and drive positive change
- Prioritize, direct, and project manage facility maintenance needs, and develop cases for facility and product/service enhancements where needed
- Partner with Resource Planning and local teams to understand staffing need, establish standards, and drive consistency while recognizing and balancing labor costs
- Liaise and partner between all station and department leaders in region, serving as the local subject matter authority on United’s Premium Services products, standards, and operation
- Provide tools, training, communication and additional support to dedicated employees
- Support system initiatives and serve as regional manager representative on Corporate Support Center projects and act as liaison with field-based peers to support roll-outs
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!
What’s needed to succeed (Minimum Qualifications):
- Bachelor's Degree in Business Administration, Hospitality, etc. (or equivalent work experience)
- Vendor management experience
- Exceptional communication skills - written and verbal
- Strong project management skills for complex, matrixed projects
- Strong presentation skills, including material creation and delivery
- Strong critical thinking skills
- Ability to build budgets and handle expenses
- 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 a crucial function of the position
What will help you propel from the pack (Preferred Qualifications):
- Additional field/airport leadership experience, including direct management of large, union-represented teams
- Minimum 5 years airline/aviation management experience
- Hospitality management experience
- Demonstrated background in strategic reasoning/analysis
- Experience designing and delivering cases
- Additional language 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
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