Customer Strategy Innovation

One of United’s newest departments, Customer Strategy Innovation, handles premium services, ground experience, program management, customer analytics and insights, customer service innovation, and more.

Find your future at United We’re reinventing what our industry looks like, and what an airline can be – from the planes we fly to the people who fly them. When you join us, you’re joining a global team of 100,000 connected by a shared passion with a wide spectrum of experience and skills to lead the way forward.
 
Achieving our ambitions starts with supporting yours. Evolve your career and find your next opportunity. Get the care you need with industry-leading health plans and best-in-class programs to support your emotional, physical, and financial wellness. Expand your horizons with travel across the world’s biggest route network. Connect outside your team through employee-led Business Resource Groups.
 
Create what’s next with us. Let’s define tomorrow together.

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 PartnersDrive positive reinforcement for improvement with coaching and reporting to support operational performance and customer satisfactionMay require travel up to 50% of the timeProvide Quality Process audit results to United and Business Partner leadership by submitting audits via technology toolWork with United and Business Partner leadership as needed to prevent derogations in customer satisfaction and safetyGain trust with multiple stakeholders and provide insight on common audit trends and process observationsChampion of change and continuous process improvement by being a support structure to United and Business Partner leadership by auditing service standards and effectiveness within themSupport department with ad-hoc operational supportContinue to grow in position by recurrent and ongoing training in Quality Process standards across Airport Operations

NOTE: This role is considered 100% onsite at the Newark Liberty International Airport

Customer Strategy Innovation

One of United’s newest departments, Customer Strategy Innovation, handles premium services, ground experience, program management, customer analytics and insights, customer service innovation, and more.

Find your future at United We’re reinventing what our industry looks like, and what an airline can be – from the planes we fly to the people who fly them. When you join us, you’re joining a global team of 100,000 connected by a shared passion with a wide spectrum of experience and skills to lead the way forward.
 
Achieving our ambitions starts with supporting yours. Evolve your career and find your next opportunity. Get the care you need with industry-leading health plans and best-in-class programs to support your emotional, physical, and financial wellness. Expand your horizons with travel across the world’s biggest route network. Connect outside your team through employee-led Business Resource Groups.
 
Create what’s next with us. Let’s define tomorrow together.

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 PartnersDrive positive reinforcement for improvement with coaching and reporting to support operational performance and customer satisfactionMay require travel up to 50% of the timeProvide Quality Process audit results to United and Business Partner leadership by submitting audits via technology toolWork with United and Business Partner leadership as needed to prevent derogations in customer satisfaction and safetyGain trust with multiple stakeholders and provide insight on common audit trends and process observationsChampion of change and continuous process improvement by being a support structure to United and Business Partner leadership by auditing service standards and effectiveness within themSupport department with ad-hoc operational supportContinue to grow in position by recurrent and ongoing training in Quality Process standards across Airport Operations

NOTE: This role is considered 100% onsite at the Newark Liberty International Airport

What’s needed to succeed (Minimum Qualifications):High school diploma or equivalent1 years of experience in fast-paced large-scale operationExcellent communication skills, including written and verbalOutstanding interpersonal skills Ability to work with leaders to communicate observations and areas of improvement Able to lead with empathy and understanding of operational environmentStrong knowledge and working experience of Microsoft Office SuiteUse of cellular technology laptopMust be legally authorized to work in the United States for any employer without sponsorshipSuccessful completion of interview required to meet job qualificationReliable, punctual attendance is an essential function of the position

What will help you propel from the pack (Preferred Qualifications):Bachelors degree1-2 years of aviation and/or auditing experienceQuality Process Auditing ExperienceExperience working with Business Partners who perform functions for UnitedWhat’s needed to succeed (Minimum Qualifications):High school diploma or equivalent1 years of experience in fast-paced large-scale operationExcellent communication skills, including written and verbalOutstanding interpersonal skills Ability to work with leaders to communicate observations and areas of improvement Able to lead with empathy and understanding of operational environmentStrong knowledge and working experience of Microsoft Office SuiteUse of cellular technology laptopMust be legally authorized to work in the United States for any employer without sponsorshipSuccessful completion of interview required to meet job qualificationReliable, punctual attendance is an essential function of the position

What will help you propel from the pack (Preferred Qualifications):Bachelors degree1-2 years of aviation and/or auditing experienceQuality Process Auditing ExperienceExperience working with Business Partners who perform functions for United