Description

There's never been a more exciting time to join United Airlines. We're on a path towards becoming the best airline in the history of aviation. Our shared purpose - Connecting People, Uniting the World - is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly, and we can only do that with a truly diverse and inclusive workforce. And we're growing - in the years ahead, we'll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy and well-traveled. From employee-run "Business Resource Group" communities to world-class benefits like parental leave, 401k and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?

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.

Key Responsibilities:

The Manager of Customer Strategy and Innovation (Above the Wing Tools) will partner with operating groups across the customer service delivery organization to problem solve customer and employee pain points, enable our growth strategy, & prioritize innovation opportunities. This person will manage improvements, updates and fixes to employee facing tools. Build relationships with stakeholders to build consensus, execute projects successfully, and facilitate measurement of success. This position is considered hybrid and will require a mixture of in-office and working from home in either our Chicago or Houston offices.

• Foster collaboration across workgroups to drive successful outcomes

• Implement technology that improves the experience for airport customer service employees

• Design, build and enhance automation that supports airport process and service delivery

• Leverage user ideas and feedback to continually reduce complexity and simplify process

• Lead change in partnership with airport operations leadership

• Drive success, sustainability and adoption of emerging technologies

United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the "desired" qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table!

Qualifications

What's needed to succeed (Minimum Qualifications):

• BS/BA degree required
• 4+ years of work experience required
• Skilled in Microsoft Office - particularly PowerPoint and Excel
• Strategic planning and decision making
• Ability to work with cross functional groups
• Strong relationship building skills
• Ability to work in a fast-paced environment
• 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
• Up to 30% travel is required

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

• Previous product ownership experience
• Agile experience Project management experience
• Experience working with digital technology groups
• Airline operations experience preferred
• Experience working with Jira or Figma

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. 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 [email protected] to request accommodation.