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The Supervisor - Cargo Operations will manage all aspects of Cargo operations including freight and mail handling, data entry, scanning and running, as well as Cargo Internal Support operations (CRIS Operations).

• Focus on leading and developing the skills of front-line coworkers and business partners 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 coworkers and business partners to review metrics, performance boards, and issues boards.
• Develop and support standard work and continuous improvement processes.
• Oversee and support the performance of business partners, CRIS desk, and ramp teams.
• Focus on performance issues with the goal of changing coworker and business partner behavior.
• Set expectations with front-line coworkers and business partners and gain their commitment to act in accordance with Company guidelines and union agreements.
• Serve as subject matter expert on safety, performance objectives and procedures.

Team Leadership Activities

• Training and development of CRIS agents including initial training, UC360, Unimatic, U-ship, AOG, Shares, Bart, AMS, CDAP, Nomad, Wing Tips, IATA, DGR and TACT Manuals, ETA System and IATA DG Auto-check tool.
• Engage front-line coworkers and business partners to deliver excellent customer service and an on-time quality product. For example, participate in briefings and develop team communications
• Engage and recognize internal and external customers.
• Monitor front-line coworker and business partners’ behavior with customers (both internal and external) to ensure consistency and compliance with company guidelines, procedures, and standards.
• Monitor the performance of the business partners, ramp team and cargo help desk agents, taking actions as necessary, to ensure daily goals are met.
• Assess and delegate the appropriate work tasks to business partners, management, and United Lead Ramp Service Employees.
• Identify issues and engage in structured problem solving to assist front-line coworkers and business partners in accomplishing work.
• Conduct trend analyses, review key metrics and take actions to address items not on track. Lead performance dialogues with front-line coworkers and business partners to review metrics, performance boards and issues boards
• Develop and implement standard work and continuous improvement processes.
• Set expectations with coworkers and business partners regarding performance standards including consistent and outstanding delivery of service and product.
• Provide front-line coworkers and business partners with regular coaching, feedback, and recognition, as appropriate.
• Develop skills of front-line coworkers and business partners 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 coworkers 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 coworkers 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

• Communicate and resolve issues with other departments (CLP, Sales, Ops, AOA, CS, CSC, hubs/line stations, DG Safety, business partners).
• Remote QC Call monitoring of CRIS desk agents.
• Provide weekly reports to the station leadership.
• Well versed in the CRIS desk phone system, providing support and call trend analysis.
• 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 into performance, safety (damages and injuries), complaints and other work issues.
• Recognize and document excellent performance.
• Partner with business partners’ supervisor staff to define and address performance impacting shared goals and service delivery to Uniteds 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.

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

• Engage and recognize external customers

Audit business partners’ 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 business partners contract compliance to ensure the vendor is meeting the work scope of the contract
• Audit business performance to ensure defined SLA are being met
• Audit business partners’ invoices
  

Note: This position will work 100 of the time at the Denver International Airport 5 days per week with varying hours. This role will be required to travel up to 10 of the time.

• High school diploma or equivalent
• 4+ 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
• Operations and Vendor Management
• Knowledge of MS Office applications
• Business analytics skills and ability to build strategic relationships
• Business Acumen/Continuous Improvement
• Customer Focus
• Conflict Resolution
• Accountability
• Teamwork
• Engagement/Motivation
• Safety orientation
• Planning/multi-tasking
• Regular attendance and punctuality in accordance with Uniteds policies is required
• 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 or 4 years of equivalent work experience
• Influencing, Relationship, Connectivity Skills, Field Operational Leadership

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 JobAccommodationsunited.com to request accommodation.