Assistant Manager - Inflight at United Airlines in San Francisco, CA

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.

Reports to the Operations Manager and supports the Base Leader as required for all organizational goals within the Inflight division. Coordinates the implementation of safety policies and procedures, securing relationships and support from other organizations / divisions as necessary to support objectives.

Specific emphasis is on providing local management with information and practices that enable a reduction of operational disruptions and increase in Net Promotor scores. Ensures consistent implementation of standard safety and Inflight objectives. Work with station(s) to determine root cause of operational disruptions, aircraft damage incidents and share lessons learned. Work with Inflight Management to ensure adherence to regulatory practices and PSA briefing items. Work with other divisions (Flight operations, Airport operations, Safety) to resolve cross-departmental issues. Coordinate the implementation of consistent Inflight Operation functions across all bases

Job overview and responsibilities

• Provides support to the Operations Managers in supervising all areas of the operation within an area of United’s airport operation (multiple gates), communicating with internal stakeholders, and supporting United’s core4 values through critical decision-making
• Identify and address flight-level issues/exceptions related to Inflight, PSA, baggage processes, customer boarding, net promotor scores, catering, and general FA concerns
• Identify irregularities such as IFDM alerts, ATC/WX issues, medical emergencies, major/minor flight alerts, and staffing issues and work with the SOC and scheduling to resolve
• Coordinate, communicate, and partner with team members across United’s operation via phone, radio, and messaging services to escalate and resolve critical issues
• Work with all stakeholders to ensure Inflight priorities and initiatives are maintained
• Document notable issues with operational performance as required
• Identify changes required to improve future operational performance
• Develop and support standard work and continuous improvement processes with team of Inflight Operations supervisors
• Mentor, promote and develop colleagues, to grow professionally and strengthen the overall Inflight team

What’s needed to succeed (Minimum Qualifications):

• High School Diploma, GED or education equivalent
• Required to attend United's flight attendant training to earn FAA certification if not currently flight qualified
• 2-3 years’ previous inflight supervisory experience or equivalent work experience
• 2-3 years’ experience leading and influencing a team with solid conflict resolution and decision-making capability
• Effective time management, presentation, and organizational skills
• Proven track record in roles requiring strategic planning, continuous improvement, analytical problem-solving, goal-directed leadership and service-oriented performance
• Positive attitude and ability to adapt to constantly changing work environment
• Proven ability to work independently and with other team members across the organization in creating a collaborative work environment
• Strong verbal and written communications skills
• Intermediate skills with Microsoft Office programs
• 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):

• Bachelor’s degree and/or related field experience in an airline operational environment
• Inflight Service, travel industry, or hospitality leadership experience highly preferred
• Knowledge of operations, management, and logistics principles
• Knowledge of the flight attendant contract and experience managing a unionized workforce
• Demonstrates an understanding of the capabilities and limitations of generative AI tools and effectively leverages them for research, analysis, content creation, and problem-solving. Applies critical thinking to validate AI-generated outputs while adhering to company policies related to responsible AI use, data privacy, and security.