Senior Manager - Customer Strategy & Innovation (Hybrid)

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.
This is a Chicago or Houston-based hybrid role, that will require on average, two days in office per week.
Key Responsibilities
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.
The Senior Manager - Innovation & Solutions partners with operating groups across the customer service delivery organization to problem solve customer and employee challenges, enable our growth strategy, & prioritize innovation opportunities. This role manages and leads a portfolio of large scale, key initiatives and develop the long-term strategies for future process and technology improvements with a primary focus on the Gates and Above the Wing within Airport Operations.

• Lead and develop team members in performing their work optimally and developing their skills while fostering an inclusive, healthy and positive working environment
• Drive stakeholder alignment and management to ensure successful implementation of projects
• Identify, develop and lead complex cross-functional/divisional projects with high levels of leadership visibility
• Develop executive level presentations and deliver project updates to leadership
• Communicate effectively with leadership and key business partners throughout project process
• Build relationships and improve collaboration in a way which allows us to partner on initiatives from the beginning and better influence outcomes as a result

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):

• Ability to motivate and drive vision
• 9+ years of relevant work experience
• Strong written and verbal communication and presentation skills
• Reliable, punctual attendance is an essential function of the position
• Successful completion of interview required to meet job qualification
• Demonstrated high level project management skills
• Strategic planning and decision making
• Must be legally authorized to work in the United States for any employer without sponsorship
• Strong relationship building and problem resolution skills
• Travel up to 25%
• Ability to lead business partners through complex planning and implementation of initiatives
• Ability to work with cross functional groups
• BS/BA degree required

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

• Working knowledge of various business groups including real estate/construction and digital technology
• Lean Six Sigma Green Belt
• Experience working with Airport Operations or in groups related to Airport Operations
• Previous experience as a system owner preferred
• Strategic Portfolio / Project management principles
• Ability to navigate financial or business case ownership/oversight
• MBA/Master’s Degree

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 WHQ00022079