Director - AO Ramp Service

Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network.

Come join us to create what’s next. Let’s define tomorrow, together.

Key Responsibilities:

Provide strategic leadership and operational oversight for all aspects of ramp performance and service delivery. This is an onsite role in Chicago at ORD.

• Direct all ramp operations and establish performance standards for safety, efficiency, and service quality
• Develop and implement operational strategies to optimize aircraft turnaround times and resource utilization
• Drive a proactive partnership with cross‑functional leaders to align ramp operations with broader station goals
• Establish and achieve financial objectives; manage department administration, manpower, and financial controls

• Execute all departmental training in a timely manner and coordinate development of additional training as needed
• Build a high‑performing team culture focused on safety, accountability, and operational excellence
• Lead the management team and execute performance management and succession planning initiatives in partnership with relevant departments
• Develop management and frontline employees through coaching and interaction
• Build and maintain an effective, engaged workforce including union, management, and administrative employees

• Drive departmental safety oversight, proactive safety initiatives, and communication
• Eliminate safety threats through robust frontline communication and ensure all team members maintain focus on safety excellence
• Ensure compliance with all security protocols required by United Airlines, airport authorities, government agencies, and FAA/DOT
• Plan, coach, and safely execute all departmental operations

• Provide strategic oversight of baggage sortation systems and operations center and coordinate with appropriate departments to ensure proper functionality
• Develop, implement, and execute baggage‑related initiatives and strategy
• Manage STAR Alliance partnerships and United Express operations
• Lead station‑level planning for irregular operations, weather events, and peak travel periods
• Achieve operational performance metrics including Turn Compliance Index (TCI), local and transfer bag execution, mishandled bag ratio (M ), and D:0

• Foster strong cross‑divisional collaboration; collaborate regularly with airport departments, CSC, hub and line stations, government agencies, airport authorities, business partners, and vendors
• Partner with union representatives
• Engage and collaborate with business partners in the local airport community including government agencies (TSA, Airport Authority, FAA) and other airlines
• Fulfill additional responsibilities as assigned by leadership

What’s needed to succeed (Minimum Qualifications):

• Bachelor's degree in related field or equivalent work experience
• 8+ years of relevant professional experience
• 4+ years of leadership experience leading a team
• Proven success managing multi‑department, multi‑layered operations including logistics, business systems, performance metrics, and budgets
• Demonstrated success in people management, decision‑making, and goal‑directed leadership
• Strong problem‑solving skills with ability to apply continuous improvement methods and industrial engineering principles
• Familiarity with safety, operational, and corporate processes and procedures
• Experience overseeing safety programs and regulatory requirements in a data‑driven operational environment
• Effective management of unionized workforce
• Excellence in team leadership and mentorship
• Commitment to promoting a safe working environment
• Ability to manage 24/7 operations with onsite presence, shift work, extended hours, weekend work, and travel with short‑notice availability
• Legal authorization to work in the United States without sponsorship
• Ability to drive in AOA zones and pass all required training, security/background, and postal checks

What will help you propel from the pack…