Job Description

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.

Description

About the job:

The Training Instructor – Airport Operations will work with Customer Service employees. This role applies working knowledge and experience in learning and development to broaden capabilities. Continues to build understanding of United's training processes and employee development needs, performing various assignments in support of organizational learning strategy. Uses prescribed guidelines to analyze training situations, receiving moderate guidance in developing and implementing learning programs.

Core accountabilities / key responsibilities:

• Applies general knowledge of education principles to support development of learning material (e.g. corrective action plans for a station as a result of an audit (CAPA)).
• Provides on-site support during training with direction from team members and leaders. Supports leadership with administrative tasks associated with running their programs.
• Generate data from a variety of sources for use in analysis, models and project development
• Implements and maintains quality audit program requirements, processes, and reporting systems. Conducts on-site training audits. Prepares detailed written audits and executive summaries following the completion of audits.
• Analyzes employee feedback, communicates findings to business leaders, and recommends program enhancements.
• Develop routine internal communications and draft presentations under supervision

This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded.

Qualifications

Minimum Qualifications:

• 1+ years of either Customer Service, Instruction, Facilitation, or relevant work experience
• Up to 50% domestic and international travel as needed
• Experience coaching and mentoring employees and fellow instructors to enhance performance and support career growth
• Demonstrated ability to facilitate engaging training sessions that improve employee performance and customer satisfaction
• Strong facilitation skills with the ability to engage learners, manage group dynamics, and deliver content effectively in both virtual and in-person settings
• Demonstrated ability to assess training needs and evaluate training effectiveness for customer service roles
• Ability to sit or stand for long periods of time
• Must be legally authorized to work in Hong Kong for any employer without sponsorship
• Successful completion of interview required to meet job qualification
• Reliable, punctual attendance is a crucial function of the position
• Must be fluent in English and local language Cantonese

Preferred Qualifications:

• Demonstrates an understanding of the capabilities and limitations of generative AI tools and effectively leverages them to support research, analysis, content creation, and problem-solving. Apply critical thinking to validate AI-generated outputs while adhering to organizational policies for responsible AI use, data privacy, and security.