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- Establishes or implements goals and standards to maintain and control operational standards, service levels, costs, and safety requirements, including security checkpoint and GSC responsibilities
- Monitors performance against plans and initiates corrective actions to improve results
- Determines and justifies equipment, facilities, staffing, and training needs to achieve station operations goals
- Participates as team member to headquarters support organizations, as well as other United operating departments in coordinating their responsibilities
- Coordinates and provides functional guidance and supervision of contracted ground handling agents
- Represents airport activities to federal, state, and city agencies as well as the FAA
- Responsible for day-to-day operational performance of assigned domestic outstation
- Maintains a safe, clean and reliable operation
- Responsible for maintaining a positive employee relations work environment and collaborative relationships with applicable labor groups
- Directs station activities to ensure outstanding customer service, which includes, mainline, express and partner airlines
- Responsible for maintaining station facilities, equipment, and professional appearance standards for all United employees
- Responsible for performance management and ongoing professional developmental support of direct reports and "dotted line" reports
- Responsible for compliance with Stations controls and Internal Audit standards
- Manages the station budget, staffing forecasts and resource requirements
- Maintain strong working relationships with OAL / airport authorities / vendors / governmental authorities (FAA / TSA / CBP)/internal divisions
- Manage vendor service contracts as required
- Responsible for governmental and company / divisional performance metrics to including
- On-time Performance
- Station Baggage Performance
- Part 382 Serving the Disabled
- Manage over sales, denied boarding and compensation amounts, bag and change fees, ancillary revenue, ticketing requirements, etc...
- Customer Service satisfaction, complaint and compliment ratios
- Customer Processing Line waits, transaction times and throughout processing of customers
- Long Tarmac Delay program
- Cargo and mail plus performance metrics
- College degree or relevant experience
- 8-10 yrs of relevant management experience in Airport Services environment or equivalent experience
- Knowledge of airport operations to include; hub operations, terminal / ramp operations and ATO, and related technology
- Ability to work in a dynamic, fast paced operational environment
- Knowledge of station controls and Internal Audit standards
- Analytical thinking, goal-directed leadership and service-oriented performance
- Knowledge of operational Corporate policies and procedures
- Strong communication and interpersonal skills
- Demonstrated ability to develop and motivate personnel
- Strong problem solving skills and drive for excellence
- Must be flexible to work all shifts and, when necessary, available 7 days a week / 24 hours a day, including holidays and weekends, to deal with any operational and /or unforeseen situations
- 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
Senior Manager EWR Terminal A - Newark, United States - United Airlines
Description
At United, we fly into airports around the entire world.And we need a whole team of people to keep things running in tip-top shape From the exceptional service at the check-in counter to the departure gate, and even behind the scenes making sure your checked bags arrive with you, our Airport Operations team keeps operations at our airports running smoothly every single day.
Key Responsibilities:
Qualifications
What's needed to succeed (Minimum Qualifications):