Director – Self Service Strategy & Innovation

Description
There has never been a more exciting time to join United Airlines. We are 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 are growing – in the years ahead, we will 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?
We believe that inclusion propels innovation and is the foundation of all that we do. United's Digital Technology team spans the globe and is made up of diverse individuals all working together with cutting-edge technology to build the best airline in the history of aviation. Our team designs, develops and maintains massively scaling technology solutions brought to life with innovative architectures, data analytics, and digital solutions.
Key Responsibilities
Customer Strategy & Innovation
One of United’s newest departments, Customer Strategy & Innovation, handles premium services, ground experience, program management, customer analytics and insights, customer service innovation, and more.
Responsible for partnering with customer organizations, to solve complex business problems by merging digital and physical experiences through advanced analytics to create measurable and meaningful enterprise impact. Improves financial results via several metrics such as profitability, productivity or customer satisfaction increase by leading design and implementation of innovative business solutions, e.g., identifying and recommending better and/or faster methodologies, automation, features.

• Manage and develop a team of ~20 product leaders focused on delivering industry leading self-service and mobile capabilities allowing travelers to take control their travel experience
• Using data from the market, customers, and stakeholders, develop and maintain a self-service/mobile roadmap with a limited set of high-impact, measurable deliverables in partnership with stakeholders
• Assess and prioritize opportunities for strategic investment in the self-service and mobile space with input and insights from prod/tech leadership, Airport Operations, Marketing, MileagePlus, and other key business stakeholders
• Define success criteria and metrics of new products, and measure performance using customer feedback, product analytics and product health data to determine enhancement opportunities
• Effectively communicate solutions or insights to senior leadership through the preparation of key divisional deliverables such as QBRs, Board decks, and all-hand, etc.

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 those boxes! We are always looking for individuals who will bring something new to the table!
Qualifications
What is needed to succeed (Minimum Qualifications):

• Strong project management and execution skills
• In-depth experience or end to end understanding of at least one business area and significant experience with at least one other business area
• Able to constructively engage, negotiate, resolve conflict, and influence leaders
• Experience in managing medium to high-risk projects
• Successful completion of interview required to meet job qualification
• At least 2 years of managerial/supervisory experience including budgeting, recruitment, and people management
• Able to adapt to changing business environment
• Bachelor's degree, MBA or related preferred
• Demonstrated ability to influence business strategy
• Demonstrated ability to build strong client and stakeholder relationships
• Strong analytical ability, applies analytical and pro-active thinking to client agenda to ensure robust, appropriate, value-add business solutions
• Demonstrates flexibility, creativity, and innovation in generating solutions and recommendations
• 10+ years of related work experience in Digital Product Management or a related field
• Significant interpersonal and people skills; excellent consulting and communication skills
• Must be legally authorized to work in the United States for any employer without sponsorship

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

• Airline Operations knowledge
• Experience with Agile delivery methodologies
• Bachelor's degree, MBA or related preferred
• Change management experience a plus

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.
Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT WHQ00022285