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There’s never been a more exciting time to join United Airlines. We’re on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly and we can only do that with a truly diverse and inclusive workforce. And we’re growing – in the years ahead, we’ll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy and well-traveled. From employee-run "Business Resource Group" communities to world-class benefits like parental leave, 401k and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?

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.

Key Responsibilities:

Airport Operations

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

Job overview and responsibilities

The primary role of Analyst – Cabin Appearance is to support vendor performance management across United Airlines’ Airport Operations. The Cabin Appearance Analyst serves as consultant to improve Key Performance Indicators (KPIs) and delivery of contractual scope of work and service level agreements to better meet the needs of our customers and employees, advises the definition and development of accountability metrics for airline and vendor driven work processes in all aspects of cabin cleaning, and prepares analysis of various programs to resolve cost impact of programs and new initiatives. This role will involve working with station leadership to develop and coordinate systems and procedures to lead, sustain and increase vendor performance.

• Advises the development and implementation of vendor management programs and protocols for aircraft cleaning, provisioning and Lavatory service
• Develops monthly, quarterly, and annual vendor performance reports for all cabin cleaning vendors with accurate data on NPS, flight attendant feedback, customer comments, safety, operational delays, adherence to training and record retention, issue response and other Key Performance Indicators
• Analyzes NPS scores, TCI performance, and quality audit results dissecting various components and their impact including fleet mix, flight segment, sub-driver, station and regional impact to deliver key insights supporting station level BP management
• Conducts cost & quality analysis around current programs such as the cost and quality efficiency of disinfectant spraying, heavy cleans, carpet cleans, seat cover and other special clean missions
• Reviews and optimizes the quantity and variety of service providers involved in the delivery of aircraft appearance programs to provide greater accountability control across locations and lines of service
• Partners with resource planning to review and analyze business partner staffing models vs cabin standards to drive performance
• Develops analysis and recommendations on programs in development
• Gathers existing data from financial systems, flight schedules, fleet configurations for program feasibility analysis

United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table!

What’s needed to succeed (Minimum Qualifications):

• Bachelor's degree or 4 years of relevant work experience
• 3-5 years of aviation industry
• Strong communication skills, performance management and decision making
• Planning and organizational skills
• Proficient at data visualization tools such as Spotfire, Power BI, Foundry, Excel and PowerPoint
• Vendor management
• Performance metrics and KPI development and management
• Solid understanding of multiple operational divisions
• Must be willing and able to travel 20% of the time domestically and internationally
• 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

What will help you propel from the pack (Preferred Qualifications):

• Master's degree
• 1-2 years of Cabin Appearance experience
• Knowledge of Aircraft Appearance program
• Excellent verbal, written and interpersonal communication skills
• Proficient in SQL/data stream management systems

United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact [email protected] to request accommodation.