DESCRIPTION

At United, we care about our customers. To be the best airline in aviation history, we need to deliver the best service to our customers. And it takes a whole team of dedicated customer-focused advocates to make it happen! From our Contact Center to customer analytics, insights, innovation, and everything in between, the Customer Experience team delivers outstanding service and helps us to run a more customer-centric and dependable airline.
Job overview and responsibilities

The Manager will partner with operating and technology groups across the customer strategy and innovation organization to problem solve customer and employee problems, enable our growth strategy, & prioritize innovation opportunities within the gates experience. Lead a portfolio of initiatives in digital technology and process improvement through user research, proof of concept, business case justification and full-scale project implementation. Establish relationships with team members to build consensus, determine success metrics, define requirements, and successfully execute projects and enhancements. Ideate, prioritize, manage and execute a portfolio of complex cross-division projects from problem statement to idea and analysis stage, through development, testing, and roll-out. This is a Chicago-based, hybrid position that requires two days in office per week and up to 30% travel.

• Develop a deep understanding of customer and employee personas, workflow, pain points and processes to garner subject matter expertise
• Determine and prioritize solutions to achieve success metrics and drive innovation
• Write detailed requirements and user stories for development teams to effectively and efficiently build solutions
• Collaboratively build relationships to drive partnerships that influence and improve solutions and outcomes
• Communicate effectively with partners throughout project process
• Partner with organizational change management and training teams to drive adoption with new processes and technology
• Update leadership and key stakeholders on initiatives - preparing and delivering presentations on a regular basis

QUALIFICATIONS

What’s needed to succeed (Minimum Qualifications):

• Bachelor’s degree
• 4+ years of relevant work experience required
• Travel up to 30% throughout the year
• Highly skilled in Microsoft Office - particularly PowerPoint and Excel
• Ability to use data and insights to drive understanding and decision making
• Familiarity working with technology development teams
• Strategic planning and decision making
• Ability to work with cross functional groups
• Strong relationship building skills
• Problem resolution and communication skills
• Ability to motivate, drive vision, and provide leadership required
• The ability to lead stakeholders through complex planning and implementation of initiatives
• Must be legally authorized to work in the United States for any employer without sponsorship
• Successful completion of interview required to meet job qualification
• Reliable, punctual attendance is an essential function of the position

What will help you propel from the pack (Preferred Qualifications):

• Master’s degree
• Lean Six Sigma Green Belt
• Project management experience preferred
• Knowledge of other internal business groups preferred
• Experience with SQL and/or data visualization tools like Tableau

The base pay range for this role is $99,750.00 to $129,924.00.
The base salary range/hourly rate listed is dependent on job-related, factors such as experience, education, and skills. This position is also eligible for bonus and/or long-term incentive compensation awards.
You may be eligible for the following competitive benefits: medical, dental, vision, life, accident & disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) and flight privileges.
United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact JobAccommodations@united.com to request accommodation

Please refer the Job description for details