Jay Fulmer
Sr. Manager - ATW & SOC Execution | United Airlines
N Royalton,Ohio
Summary
- Dedicated Senior Manager with 20 years of exceptional leadership performance
- Offering strong cross-functional collaboration skills to provide teams with the support and guidance to surpass expectations
- Well-versed in operations management, problem-solving and strategic planning
- Leadership style: seek first to understand then to be understood which builds trust, collaboration and effective conflict management
- A servant leader who values relationships and developing other leaders
Certification
UA: Ops Leadership Continuing Qualification Program
Overview
22
22
years of professional experience
4
4
years of post-secondary education
2
2
Certificates
20
20
Years of leadership experience
Work History
Sr Manager - ATW & SOC Execution
United Airlines
N Royalton, OH
10.2020 - Current
- Designed training program for International travel requirements.
- Produced roles & responsibilities for new and modified leader roles across 3 organizations.
- Examined incident reports to determine areas of opportunity for process changes and tool enhancements.
- Developed and implemented operational standards, policies and procedures.
- Provided strong leadership development to enhance team morale, productivity, and career mentorship.
- Guided priorities and requirements for tools and technology based on input from airport leaders and frontline employees.
Sr Manager - Ops Strategy and Performance
United Airlines
Chicago, IL
01.2020 - 10.2020
- Brainstormed and led integration of aircraft parking data across Airport Ops, Tech Ops, and NOC applications.
- Identified and coordinated flight diversion readiness improvements across Airport and NOC workgroups.
- Maintained frequent interaction with senior management and Corporate Real Estate during mass aircraft parking effort.
- Developed and implemented Station Operations work from home capabilities.
- Partnered with Microsoft to deliver MS Teams training to SOC and NOC workgroups.
- Led roles and responsibilities set up for Field Ops Support group.
Sr Manager - SOC Coordination and Execution
United Airlines
Chicago, IL
01.2018 - 01.2020
- Developed change management plan for major product replacement.
- Executed project management of gate management tool replacement across 7 hubs and 22 line stations.
- Developed program for Station Operations Initial training.
- Carried out vendor review and business requirement process for ground staffing tool replacement.
Manager - Station Operations Planning
United Airlines
Chicago, IL
04.2017 - 01.2018
- Founded customer De-escalation program and led resolution of many high profile incidents (prior to CSS group standup).
- Coordinated all policy and procedure communications.
- Built and launched new Station Operations monthly lesson program.
- Developed and maintained stand-alone Station Operations Manual.
Sr Manager - Customer Service and Recovery
United Airlines
Chicago, IL
10.2014 - 04.2017
- Managed Service Recovery program and launched Journey Management System to connect planners.
- Evaluated employee uniform program and led re-design of uniform pieces, employee listening sessions, and selection of new vendors.
- Implemented Service Standards program for customer service.
- Maintained U100 program for Airport Operations and established Corporate Recognition team.
Shift Manager - Station Operations Control
United Airlines
Cleveland, OH
03.2007 - 10.2014
- Led highest performing hub in key metrics from 2007-2014.
- Developed and maintained operational statistics tracking pre- and post- CO/UA merger.
- Led onboarding of 8 UAX flying partners and coordination of FOMS/UNIMATIC transition during merger.
- Designed and implemented predecessor to Volare/IOM flight management and communication system.
- Self-taught Microsoft Access, SharePoint, and Data Analysis tools
- Developed local, then corporate, Station Operations training program.
- Set up modern emergency response program and EOC facility.
- Hired, developed, and trained up to 32 employees during transitions, re-structuring, and merger.
- Administered, trained, and deployed gate management system to 7 hubs and 6 line stations.
Quote
We are what we believe as expressed by what we do
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Education
Bachelor of Arts - Biological Sciences
The College of Wooster
Wooster, OH 08.1990 - 10.1994
Skills
Troubleshooting and problem resolution
Cross-functional collaboration
Strategic planning
Operations management
Documentation and reporting
Business planning
Staff Management
Innovation and process design
Training design
Change management
Policy and procedure communication
Emergency response
Employee Recognition
Safety SMS
Microsoft Office Suite
Spotfire, SQL
Best advice
First leadership Lesson I learned
Best career or life advice I have been given, thus far
A successful person uses their attitude to determine their environment rather than allowing their environment to determine their attitude.
Best career or life advice I have been given, thus far
Sometimes we win, sometimes we learn. We only fail if we do not make the effort to learn from an experience.