United Airlines Supervisor - Cargo Operations in Washington, District Of Columbia

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Airport Operations

The Airport Operations department keeps operations at our airports running smoothly through planning, organization and supervision.

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 / chapion for areas such as Claims & Loss prevention and Temperate Control products

  • Engage and recognize external customers


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

  • Operations and Vendor Management

  • Knowledge of MS Office applications

  • Strong business and data analysis, and continuous improvement skills

  • Customer Focus

  • Conflict Resolution

  • Accountability

  • Teamwork

  • Engagement/Motivation

  • Safety orientation

  • Planning/multi-tasking

  • At least 5 years experience in operations and/or organizational leadership

  • Strong written and oral communication skills

  • Conflict resolution and decision making, with the ability to lead

  • Proficient in IT systems and common software appropriate to work group

  • 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 qualifications

  • Reliable, punctual attendance is an essential function of the position


  • Influencing, Relationship, Connectivity Skills, Field Operational Leadership

Division: 55 Cargo

Function: Airport Management & Administrative