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United Airlines Supervisor - Cargo Operations in Honolulu, Hawaii

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Using the cargo capacity of United’s route network, United Cargo propels the global economy by quickly transporting their customers’ shipments to and from virtually every major market in the world.

Job overview and responsibilities

The Supervisor - Cargo Operations will manage all aspects of Cargo operations including freight and mail handling, data entry, scanning and running.

  • Focus on leading and developing the skills of front-line co-workers and vendors with the goal of delivering consistent and excellent customer service and delivering a quality product in accordance with Company guidelines

  • Ensure consistency on operational, service and product delivery

  • Lead performance dialogues with front-line co-workers and vendors to review metrics, performance boards and issues boards

  • Develop and support standard work and continuous improvement processes

  • Oversee and support the performance of a vendor, team, zone or cell

  • Focus on performance issues with the goal of changing co-worker and vendor behavior

  • Set expectations with front-line co-workers and vendors and gain their commitment to act in accordance with Company guidelines and union agreements

  • Serve as subject matter expert on safety, service and procedures

Team Leadership Activities

  • Engage front-line co-workers and vendors to deliver excellent customer service and an on-time quality product - for example, participate in briefings, and develop team communications

  • Engage and recognize external customers

  • Monitor front-line co-worker and vendor behavior with customers (both internal and external) to ensure consistency and compliance with Company guidelines, procedures and standards

  • Monitor the performance of the vendor, a team, zone or cell, taking actions as necessary, to ensure daily goals are met

  • Assess and delegate the appropriate work tasks to Vendor Management and Service Directors/Leads

  • Identify issues and engage in structured problem solving to assist front-line co-workers and vendors in accomplishing work

  • Conduct trend analyses, review key metrics and take actions to address items not on track - lead performance dialogues with front-line co-workers and vendors to review metrics, performance boards and issues boards

  • Develop and implement standard work and continuous improvement processes

  • Set expectations with co-workers and vendors with regard to performance standards including consistent and outstanding delivery of service and product

  • Provide front-line co-workers and vendors with regular coaching, feedback and recognition, as appropriate

  • Develop skills of front-line co-workers and vendors by coaching on performance, as it relates to customer service and products

  • Communicate effectively to ensure priorities are understood and acted upon, with clear turnover for continuity across shifts

  • Serve as a subject matter expert on service and procedures

  • Maintain daily oversight to ensure staffing is at optimal levels

  • Collaborate with the local team to ensure resources meet the demand of the business

  • Manage co-workers in accordance with company guidelines and union contracts.

  • Deliver expectations to the cargo lead as well as define roles and responsibilities in support of the various cargo functions.

  • Engage and educate front line co-workers to deliver excellent customer service and on-time quality product through ramp, cargo and station briefings, one-on-one conversations and developing team communication. Including but not limited to preplan operation, urgent shipment, quick connects and irregular operations planning

  • Proficient in the use of the EPS tool and a working knowledge of the various employee accountability letters, according to the collective bargaining agreement

Performance Management Activities

  • Develop actions plans to affect behavior change (e.g. dependability, overall job performance)

  • Provide technical guidance and interpret company guidelines and procedures and/or union agreements to assist employees in performing functional tasks and to ensure that safety, security and service are delivered consistently

  • Identify, address and issue appropriate and timely corrective action in accordance with guidelines

  • Conduct "routine" investigations, as appropriate, into performance, safety (damages and injuries), complaints and other work issues

  • Recognize and document excellent performance

  • Partner with vendor supervisor staff to define and address performance impacting shared goals and service delivery to United's customers

  • Participate in peer, safety and accident review boards

  • Confront and address inappropriate behavior and performance issues with specific feedback

Administrative Activities

  • Meet Cargo budget targets

  • Manage Cargo Supply inventory and ordering

  • Manage ULD inventory and supplies

  • Manage RFS

  • Subrogation Cargo Claims and Fines to the accountable party

  • Mitigate Cargo fines

  • Maintain the station DRS Page to ensure it is up to date

  • Partner with Corporate Real Estate, local airport authorities and building maintenance to manage the Cargo facilities

  • Partner with Ground Equipment Maintenance to manage Cargo ground equipment

  • Partner with the vendor and IT to ensure vendor has hardware, software and access to UA proprietary systems

  • Represent station as advocate / champion for areas such as Claims & Loss prevention and Temperate Control products

  • Engage and recognize external customers

Audit vendor compliance of regulatory policies such as:

  • Training

  • Safety (OSHA)

  • Security (TSA)

  • Customs (CBP)

  • Government Affairs

  • Dangerous Goods (FAA)

  • Accounting and Financial Controls (SEC)

  • UA defined policy and procedure (FAA)

  • Audit vendor contract compliance to ensure the vendor is meeting the work scope of the contract

  • Audit vendor performance to ensure defined SLA are being met

  • Audit vendor invoices


  • High School Diploma, GED or education equivalent

  • Regular attendance and punctuality in accordance with United's policies

  • Operations and Vendor Management

  • Knowledge of MS Office applications

  • Skills: Business analysis, building strategic relationships, influencing continuous improvement

  • Business Acumen/Continuous Improvement

  • Customer Focus

  • Conflict Resolution

  • Accountability

  • Teamwork

  • Engagement/Motivation

  • Safety orientation

  • Planning/multi-tasking

  • May require working weekends, holidays, and/or shift work

  • Travel requirement of <10%

  • 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


  • Bachelor's degree and / or at least 5 years relevant work experience

  • Influencing, Relationship, Connectivity Skills, Field Operational Leadership

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

Division: 55 Cargo

Function: Airport Operations / Cargo

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled