Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Stephen Stoute

Chicago,IL

Summary

Dynamic leader with over 20 years of extensive experience in operational management and customer service, poised to drive innovation and efficiency as Managing Director of Global Base Operations. Proven track record in overseeing a $98 million budget and managing a diverse workforce of more than 1,000 unionized employees across multiple hubs, including Denver, Chicago, and London Heathrow. Expertise includes airport operations, inflight services, safety management, regulatory compliance, and employee engagement, with a strong focus on achieving service excellence and operational performance. Skilled in developing strategic plans and fostering a culture of goal-directed leadership to enhance organizational effectiveness and customer satisfaction.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Managing Director – AO Customer Service

United Airlines, Inc
01.2022 - Current
  • Responsible for a team of 1000+ management and frontline employees.
  • Operational planning and safe implementation of all ATW operations.
  • Strategically plan the long-term development of department operations.
  • Business/Employee relationship development.
  • Management and frontline employee interaction and development.
  • Work closely with divisional department leaders and peers.
  • Interface with business partners and vendors.
  • Focus on leading and developing the skills of front-line co-workers with the goal of delivering consistent and excellent customer service and delivering a quality product in accordance with Company guidelines.
  • Responsible for operational performance, financial controls, and safety.

Director – Inflight Chicago & London

United Airlines, Inc
01.2018 - 01.2022
  • Lead a team of 29 direct reports.
  • Manage two Inflight base locations with a combined population of 3300 + Flight Attendants.
  • Ensure each base location complies with all United, Airport, and FAA & BAA regulatory policies and procedures.
  • Manage base budget, Inflight performance metrics, LTI cases and OSHA records.
  • Collaborate and support station goals and stakeholders.
  • Closely work with other department leaders, business partners, and local airport leaders.
  • Develop and maintain partnership with AFA union president and union representatives.
  • Collaborate daily with key stakeholders both internally and externally of Inflight department.
  • Strengthen inter-departmental communication and relationship with Inflight Training.
  • Skillfully manage labor and contractual grievances.
  • Manage the local launch of all company projects and initiatives.
  • Conduct performance reviews and evaluations of direct reports.

Director - Inflight

United Airlines, Inc
01.2017 - 01.2018
  • Lead a team of 10 employees that are comprised of 9 supervisors and 1 Administrative Assistant.
  • Manage Inflight base with a population of 1340 + Flight Attendants.
  • Manage Inflight base to comply with all United, Airport, and FAA regulatory policies and procedures.
  • Manage base budget, Inflight performance metrics, LTI cases and OSHA records.
  • Develop and maintain a rapport with AFA union president and union representatives.
  • Collaborate daily with Airport Operations, Flight Operations, and other departments.
  • Strengthen inter-departmental communication and relationship with Denver Inflight Training.
  • Skillfully manage labor and contractual grievances.
  • Manage the local launch of company projects and initiatives.
  • Conduct performance reviews and evaluations of direct reports.

Manager - Inflight

United Airlines, Inc
01.2011 - 01.2017
  • Provided leadership to a team of 16 supervisors.
  • Managed monthly mentor meetings with direct reports.
  • Conducted performance reviews and evaluations of direct reports.
  • Managed company investigations with timely closures.
  • Managed supervisors briefing content.
  • Acted as liaison with Airport Operations, Flight Operations and AO departments.
  • Coached and mentored supervisors and flight attendants.
  • Managed on-boarding of new supervisors.
  • Managed supervisors and coordinators attendance records.
  • Managed flight attendant performance and attendance record.
  • Championed recognition initiatives for supervisors and flight attendants.
  • Coached and provided feedback to supervisors toward achieving annual goals.

Supervisor – Inflight Training

United Airlines, Inc
01.2010 - 01.2011
  • Managed the effective utilization of Inflight training facility and devices ensuring full compliance with FAA, TSA and other government agencies.
  • Guaranteed instructors and flight attendants complied with company and FAA regulatory training programs.
  • Lead and managed a team of 13 unionized training instructors responsible for delivery of both safety and service training.
  • Managed and passed all training facility FAA audits.
  • Ensured training environment delivered a high impact, customer-centric, realistic, and engaging experience.
  • Responsible for the training facility budget and training equipment.
  • Managed both instructor and COBUS manpower planning.

Supervisor - Inflight

United Airlines, Inc
01.2004 - 01.2010
  • Managed a group of 200 flight attendants.
  • Coached, supported, and mentored pursers and flight attendants.
  • Mentored new hire supervisors.
  • Supported on time performance initiative in briefings and planeside.
  • Managed flight attendant group performance and attendance records.
  • Provided consistent recognition to flight attendants.
  • Worked closely with manager for feedback on flight attendant performance improvement.
  • Supported base with all local and company initiatives to achieve annual goals and metrics.
  • Maintain knowledgeable of policies and procedures and flight attendant contractual agreements.

Education

Associates Degree - Flight Technology, Commercial Instrument Pilot Rating

Alabama Aviation & Technical College
Ozark, AL

Geography major -

St. Joseph’s College

Skills

  • Leading management and unionized teams
  • Change Management
  • Written and Verbal Communication
  • Compliance Regulations
  • Business and Employee relationships
  • Critical Thinker/Analytical
  • Customer Service
  • Delivering information on United’s business goals and objectives
  • Project Management
  • Maintaining Union relationships (AFA & IAM)
  • Oversight of union represented employees
  • Maintaining union relationships
  • Annual operating Hub budgets and finance reports
  • Delivery of Inflight marketing products

Certification

  • Professional in Human Resources – DePaul University, Chicago
  • Professional Human Resources (PHR) - HRCI

Timeline

Managing Director – AO Customer Service

United Airlines, Inc
01.2022 - Current

Director – Inflight Chicago & London

United Airlines, Inc
01.2018 - 01.2022

Director - Inflight

United Airlines, Inc
01.2017 - 01.2018

Manager - Inflight

United Airlines, Inc
01.2011 - 01.2017

Supervisor – Inflight Training

United Airlines, Inc
01.2010 - 01.2011

Supervisor - Inflight

United Airlines, Inc
01.2004 - 01.2010

Geography major -

St. Joseph’s College

Associates Degree - Flight Technology, Commercial Instrument Pilot Rating

Alabama Aviation & Technical College

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