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
unknown
Education
Bachelor of Arts - Biological Sciences
The College of Wooster
Wooster, OH 08.1990 - 10.1994
Skills
Troubleshooting and problem resolution
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.
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