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Auditor - Performance Management

Company: United Airlines
Location: Chicago
Posted on: February 16, 2020

Job Description:

We have a wide variety of career opportunities around the world come find yours.Customer Strategy & InnovationOne of Uniteds newest departments, Customer Strategy & Innovation, handles premium services, ground experience, program management, customer analytics and insights, customer service innovation, and more.Job overview and responsibilitiesResponsible for conducting operational audits of services outsourced to Business Partners ensuring quality meets United's policy standards and to drive improvements in customer satisfaction. Provides in the moment engagement with Business Partner agents, leads and front-line leadership. Develops and maintains key relationships with Business Partners front-line leaders and agents through effective communication and in the moment coaching or recognition opportunities. Exhibits and actively promotes United's core4 values at all times and ensures Business Partners instill and reflect this culture. Influences performance improvement strategies through collaboration with Business Partners, Airport Operations and Customer Support Center stakeholders. Facilitates and enables accountability, transparency, prioritization of station metrics to meet/exceed goals and customer expectations.

  • Complete daily audits of Business Partner mission work and related activities during all hours of the operational day to ensure delivery of quality operations and adherence to United standards and procedures.
  • Provide in the moment feedback, coaching or recognition to front-line Business Partner employees
  • Prepare and deliver written and in-person de-briefs to local leadership with findings, recommendations or corrective actions to meet service expectations
  • Utilize KPI data and information insights to provide operational input/feedback, identify trends/root cause defects and opportunities for improvementRequired
    • High school degree, or equivalent
    • Motivated individual adept at building relationships, excellent communication skills; including written and verbal, strong business acumen, strategic thinker, problem-solving skills and decision-making abilities
    • Experience with or related to airline / airport operational environment
    • 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 positionPreferred
      • Bachelors degree in Aviation or other college degreeEqual Opportunity Employer Minorities/Women/Veterans/Disabled/LGBTDivision: 81 Customer Strategy & InnovationFunction: Professional OpportunitiesEqual Opportunity Employer Minorities/Women/Veterans/Disabled

Keywords: United Airlines, Chicago , Auditor - Performance Management, Executive , Chicago, Illinois

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