Description 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 San Francisco Airport (SFO). This leadership role will partner very closely with local airport operations and vendor partners to effectively manage all aspects of the operation, including: staffing/planning, maintaining and improving facilities, product and service rollouts, 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, elevating service delivery, and managing costs.
- Oversee 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 manage 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 changes
- Prioritize, direct, and project manage facility maintenance needs, and develop business cases for facility and product/service enhancements where needed
- Partner with Resource Planning and local teams to understand staffing needs, 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 expert 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 peers to support rollouts
QualificationsWhat's needed to succeed (Minimum Qualifications):- Bachelor's Degree
- 3+ years management experience
- Vendor management experience
- Exceptional communication skills - written and verbal
- Strong project management skills for complex, matrixed projects
- Strong critical thinking skills
- Ability to build budgets and manage expenses
- Must be legally authorized to work in the United States for any employer without sponsorship
- Must be able to obtain a SIDA badge to work at SFO Airport
- Ability to walk long distances and/or stand for long periods of time along with lifting items up to 50 pounds as needed
- Successful completion of interview required to meet job qualification
- Reliable, punctual attendance is an essential 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
- Hospitality management experience
- Demonstrated background in strategic reasoning/analysis
- Experience designing and delivering business cases
- Additional language skills
- Airport Operations experience
- Food and beverage management experience
- Food Safety Certification
- Demonstrates an understanding of the capabilities and limitations of generative AI tools and effectively leverages them to support research, analysis, content creation, and problem-solving. Apply critical thinking to validate AI-generated outputs while adhering to organizational policies for responsible AI use, data privacy, and security
