At United, we fly into airports around the entire world. And we need a whole team of people to keep things running in tip-top shape! From the exceptional service at the check-in counter to the departure gate, and even behind the scenes making sure your checked bags arrive with you, our Airport Operations team keeps operations at our airports running smoothly every single day.

Job overview and responsibilities

Responsible for conducting and later managing to closure operational audits of airports to ensure Safety and Regulatory Compliance, quality operations, and drive improvement in operational performance and customer satisfaction. This includes the auditing of, but not limited to, United employees and Business Partners performing Customer Service, Ramp Service, Catering Operations, Lavatory and Water Service, Deicing Operations, SOC, and Aircraft Move Team functions.

• Prepare and review audits of all airport operations to UA and federal government standards

• Conduct briefings and facilitate communication with leadership as needed to brief business partner performance status

• Conduct reviews with hub and line Station and Business Partner leadership following completion of station audits.

• Prepare detailed written audit and executive summaries following the completion of audits, Issue corrective actions to auditees as a result of audits

• Assist stations in performing effective root cause analysis to determine causes of findings

• Work with leadership to facilitate effective corrective actions that prevent reoccurrence of findings

• Accept or reject proposed corrective actions based on effectiveness and relevance to findings

• Ensure audit corrective actions are completed and personally verify they are implemented by the station in a timely manner and escalate to AO Safety leadership as necessary

• Develop, revise, implement and maintain audit checklists and programs to meet Safety and Regulatory compliance, in addition to operational performance

• Also create new checklist for new audit areas assigned to the AO QC team that may be ad hoc audits to measure effectiveness of corrective actions provided to the FAA as part of a Voluntary Self Disclosure or Corrective Action Notification

• Collaborate with Corporate Support Center groups such as AO Policies and Procedures, Winter Operations, AO Execution to identify and address systemic audit findings and ensure they are addressed in company policies; assist with communication and implementation at Hubs and Line stations as needed

• Serve as a liaison with CSC teams involving collateral assignments and participate in Business Partner Review (BRP) Meetings

• Analyze audit and safety performance trends within hub, region and a system level to determine trends; use this data to report out through the Safety Management System to all UA and service provider stakeholders in the operation as well as the FAA. This sharing with FAA assures them of the effectiveness of our oversight program

• Perform special assignments as needed to support the Safety and Regulatory team, station, or senior leadership. This may include auditing and/or developing quality manuals for other AO organizations, judging events at the AO Safety Rodeo, coaching of new supervisors on what to look for in the operation, calibration walks with management for MOCHA assessments and safety advocates for LOSA audits, and ramp and concourse walks with senior leaders (L2-VP) at SVP staff meetings to help the leaders identify safety and regulatory failures.

• Attend individual training events designed to maintain and improve subject matter expertise (e.g. deicing, MoveTeam, ISO 9000 Lead Auditor training)

Note: This position is located at the CSC-Willis Tower in Chicago, IL and considered as a hybrid role working 3 days in-office, however that may evolve with the needs of the company.

• Bachelors degree or 4 years of relevant work experience
• Airport/Airline operations/ management, safety
• 2+ years aviation experience
• Strong experience with Microsoft Word, Excel and PowerPoint
• Excellent communication skills; including written and verbal
• Outstanding interpersonal skills
• Motivated individual that has demonstrated problem solving and decision-making ability in large, multi-level department environment
• Between 50-75 travel to mostly domestic stations to perform audits; some international travel
• Must be willing to work a mix of office work and operational support in extreme winter conditions, weekend and evening hours
• Must be able to meet physical requirements of position which include extensive walking, climbing, bending and stooping
• 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

• Bachelors degree
• Safety Audit training and/or certification (e.g. IOSA)
• Safety Management System (SMS) experience
• Previous supervision or audit experience
• Microsoft Teams and ETQ experience
• Safety and Regulatory experience
• OSHA 10/30 Hour training
• Quality Auditing
• Data Tools (E.g. PowerBI, Spotfire)
• FAA Regulations and CFRs