United Airlines Representative - Airport Operations Support and Quality Professional Audit in London, United Kingdom

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Airport Operations

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

Please submit CV/resume in English

Job Overview and Responsibilities

Responsible for conducting on-site audits of vendor performance to ensure quality operations, regulatory compliance, and adherence to Service Level Agreements. Outsourced areas of focus include Cabin Appearance, Cargo, Fueling, Customer Service, Lobby - D, Ramp, Unaccompanied Minor, Wheelchair, Security & Skycap.

  • Responsible for conducting on-site audits of co-worker and vendor performance to ensure quality operations, regulatory compliance, and adherence to Service Level Agreements

  • Responsible for completing line of service audits goals for assigned Hub and line stations (10 – 20), to ensure quality control in the delivery of services

  • Conducts regularly scheduled performance reviews with Station and Service Provider leadership following completion of station audits

  • Responsible for producing quality audit summaries following completion of audits

  • Collaborates with the Vendor Planning team, AO Planning Groups, Quality Assurance, Station Leadership and Supplier Leadership to analyze audit and performance data and collaborate on appropriate implementation actions

  • Provides consultative services to station leadership in the execution of vendor management protocols and line or service processes and procedures

  • Supports station leadership in the development of performance correction plans and definition of data required for performance escalation

  • Attends individual training events designed to maintain and improve subject matter expertise

  • Participates in the refinement of audit programs for all airport lines of service including Cabin Appearance, Fueling, Customer Service, Lobby D, Ramp, Unaccompanied Minor, Wheelchair, Security and Skycap

  • Participates in development and implementation of procedures designed to reduce costs or improve service quality provided by our service partners

  • Identifies systemic issues and makes recommendations for process changes and improvements

  • Collaborates on the development of the service provider governance and implementation of the protocols defined in the Service Provider Governance Manual to deliver consistency and compliance with airline and regulatory requirements

  • May be asked to lead and direct a team of stakeholders in the planning and execution of line of service transitions

This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded.


  • High School Diploma / Secondary School Certificate

  • Performance management, problem solving, decision making and innovation are key skill sets

  • Fluent in English (written and spoken)

  • Minimum 2 years’ experience in Airport Operations or related background

  • Experience in project management initiatives and working cross functionally

  • Willing and able to travel 30- 60% of time

  • Must be flexible and willing to work occasional night and weekends shifts

  • Must be able to meet physical requirements of position which include extensive walking, climbing, bending and stooping

  • Must be legally authorized to work for any employer in the United Kingdom without work sponsorship

  • Regular attendance and punctuality in accordance with United's policies Attendance is required at work location


  • College degree

  • Airport supervisory experience

  • Experience working with Service Providers

  • Fluency in other European languages

  • Multi-disciplined field experience (i.e. Customer Service, Ramp Service, Cargo, Station Operations and/or Cabin Appearance)

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT

Division: 62 Airport Operations

Function: Airport Management & Administrative

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled