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At United, we care about our customers. To be the best airline in aviation history, we need to deliver the best service to our customers. And it takes a whole team of dedicated customer-focused advocates to make it happen! From our Contact Center to customer analytics, insights, innovation, and everything in between, the Customer Experience team delivers outstanding service and helps us to run a more customer-centric and dependable airline.
Job overview and responsibilities
Responsible for conducting a range of operational & Safety and Regulatory Compliance audits within the airport environment, which includes the auditing of, but not limited to, United employees and Business Partners. Drive positive reinforcement for improvement with coaching and reporting to support operational performance and customer satisfaction. May require travel up to 50% of the time.
Provide Quality & Process audit results to United and Business Partner leadership by submitting audits via technology tool
Work with United and Business Partner leadership as needed to prevent derogations in customer satisfaction and safety
Gain trust with multiple stakeholders and provide insight on common audit trends and process observations
Champion of change and continuous process improvement by being a support structure to United and Business Partner leadership by auditing service standards and effectiveness within them
Support department with ad-hoc operational support
Continue to grow in position by recurrent and ongoing training in Quality & Process standards across Airport Operation
NOTE: This role is considered 100% onsite at the Dulles International Airport (IAD)
Qualifications
What's needed to succeed (Minimum Qualifications):
High school diploma or equivalent
1+ years of experience in fast-paced large scale operation
Excellent communication skills, including written and verbal
Outstanding interpersonal skills
Ability to work with leaders to communicate observations and areas of improvement
Able to lead with empathy and understanding of operational environment
Strong knowledge and working experience of Microsoft Office Suite
Use of cellular technology & laptop
Able to stand, walk, and be on your feet for an eight-hour shift
Able to perform a variety of physical activities including but not limited to, bending, stooping, climbing, pulling, pushing, and working in tight spaces
Ability to successfully complete all required job functions, including using computers, mobile devices, and other technology as needed, communicating effectively both verbally and in writing
Position-specific clearances include but are not limited to FAA, TSA, Port Authority and U.S. Customs
Availability to work at any time of day or night, including early morning, evening, overnight, weekend, and holiday shifts, is required.
Work in all temperatures and weather conditions (outdoors or indoors)
Work where there will be exposure to high noise levels
Reliable, punctual attendance is a crucial function of the position
Work environment includes exposure to odors and fumes from jet fuel, cleaning chemicals, and other operational materials.
What will help you propel from the pack (Preferred Qualifications):
Bachelor's degree
1-2 years of aviation and/or auditing experience
Quality & Process Auditing Experience
Experience working with Business Partners who perform functions for United
