Senior Manager - Lounges & Premium Services Ops

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Description

Job overview and responsibilities

The Senior Manager, Premium Services Operations serves as the leader of the global operation of United’s suite of premium products, including but not limited to: United Clubs, Polaris lounges and ground experience, Global Services and VIP services, with a strong focus on leading the Line Stations' operations. Based in United’s Corporate Support Center (CSC), the position oversees a team of senior specialists/managers stationed across United’s network. This key leadership role partners very closely with internal stakeholders (Airport Operations, Marketing, Corporate Real Estate, etc.) and external stakeholders (service providers, suppliers, etc.) to establish an operational strategy that strives to achieve continuous and sustainable improvement across the operation of United’s premium products, with a focus on driving consistency, identifying and implementing efficiencies, and managing costs.

• Oversee the global operational execution of United’s portfolio of premium products, and effectively lead team to desired/targeted outcomes
• Develop, socialize and implement macro operational strategy for the premium space, including: goal setting, KPI definition, prioritization of work, timeline establishment, etc.
• Set operational and customer satisfaction goals for team and coach team on how to architect, implement and measure against airport-specific action plans
• Focus on continuous improvement in the premium operation
• Continuously monitor network-wide performance and build case(s) on where to focus work and direct capital and operational investment
• Manage a multi-million dollar annual facilities maintenance budget, as well as the associated intake, prioritization, approvals, and forecasting processes with team
• Partner in development of capital planning for lounge network, ensuring that operational need is clearly defined and actioned against consistently
• Represent the voice of the operation in the design and build of premium facilities (lounges, check-in lobbies, etc.) to ensure adherence to standards and optimal maintainability
• Oversee and coach team on the successful execution of facility start-ups/mobilizations, as well as closures based on defined and evolving processes. Meet regularly with key operational and service provider leadership to provide visibility of performance of premium teams

Qualifications

What’s needed to succeed (Minimum Qualifications):

 

• Bachelor's Degree - Business Administration, Economics, Hospitality, Industrial Engineering, etc. or 4+ years of related experience

   

• 5+ years of direct people management experience
• High volume operations experience required
• Strong project management skills required
• Strong communication skills, including creation of materials, and delivery to leaders of varying levels required
• Proven people leadership skills required
• Advanced critical thinking and analysis skills required
• 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

 

What will help you propel from the pack (Preferred Qualifications):

 

• Master’s degree (MBA)

• Commercial airline or hospitality 

  experience

• Refined executive presence
• Ability to lead large, diverse and geographically disperse teams
• Data analysis skills
• Food Safety experience
   

The base pay range for this role is $127,870.00 to $166,492.00.
The base salary range/hourly rate listed is dependent on job-related, factors such as experience, education, and skills. This position is also eligible for bonus and/or long-term incentive compensation awards.

You may be eligible for the following competitive benefits: medical, dental, vision, life, accident & disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) and flight privileges.

United Airlines is an Equal Opportunity Employer. We recruit, employ, train, compensate, and promote without regard to race, color, religion, national origin, gender identity, sexual orientation, disability, age, veteran status, or any other protected category under applicable law. We provide reasonable accommodations for applicants and employees with disabilities. To request an accommodation, contact [email protected]