Senior Supervisor - United Voices

Why Inflight Services?

Our customers choose United because of our dedication to safety and passion for service. United's Inflight Services team is made up of diverse, driven individuals working together to Connect People and Unite the World. From operational leadership and crew planning to safety and service procedures, our Inflight Services team provides the innovative approaches, tools, training and guidance needed for our flight attendants to deliver the best possible customer experience, and aid in our mission to become the best airline in the history of aviation.
Job overview and responsibilities

This Senior Supervisor role is a dynamic one involving a wide variety of responsibilities. This role within United Voices combines data analysis, customer service, performance oversight, consulting, project management, and coaching. United Voices is a tool that flight attendants use to submit feedback about the onboard experience and the Voices team reviews this feedback to recommend changes. The Senior Supervisor reviews Voices comments independently as well as guides teammates in their report review. This role requires research to understand major trends, policies behind the comments, and possible solutions for the reported issue. This role builds relationships with colleagues and partner teams in United to action the frequently reported issues. It requires communication back to flight attendants on the implemented changes. The Senior Supervisor also coaches a small team of direct reports to support their daily tasks and career development.

• Analyze comments reported by flight attendants in the United Voices app to understand trends and draw insights
• Partner with other United teams in resolving issues and incorporating suggestions that enhance the customers’ onboard experience
• Oversee a few direct reports in the review, processing, and summarization of Voices comments
• Lead cross-functional projects that elevate the United Voices program
• Build educational resources around the policies and procedures within Catering, Hospitality, and Inflight
• Inform teams across United of successful feedback outcomes through educational and awareness efforts
• Conduct ad-hoc analyses