Sr. Manager - Customer Strategy & Innovation

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 Lobby Strategy and Innovation team partners with groups across United to problem solve for the customer journey from check-in to security. Our team innovates and influences customer interfaces and processes to get the customer to security and gate side easier and faster, alleviating congestion and operational strain for our teams in the lobby. We do this with kiosks, the United app, employee tools, layouts/flows, static and digital signage. We maintain and improve upon previously launched products as well as explore new proofs of concepts. This role will direct a team focused on Lobby Optimization, including driving improvements both on digital (kiosk, mobile app, website) to drive more self-service and efficiency and physical improvements (layout, signage, technology) to increase throughput.

• Lead and develop team members in executing their work effectively and developing their skills while fostering an inclusive, healthy and positive working environment
• 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
• Communicate optimally with leadership and key stakeholders and partners throughout project process. Develop executive level presentations and deliver project updates to leadership
• Identify, develop and lead complex cross-functional/divisional projects with high levels of leadership visibility

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 lead stakeholders through sophisticated planning and implementation of initiatives
• 9+ years of work related experience
• Strong project management skills
• Strong relationship building and problem resolution skills
• Strong presentation skills
• Reliable, punctual attendance is an essential function of the position
• Successful completion of interview required to meet job qualification
• Stong written and verbal communication skills
• Must be legally authorized to work in the United States for any employer without sponsorship
• Strategic planning and decision making
• BS/BA degree or equivalent relevant work experience
• Ability to lead, empower, and drive vision
• Ability to work with cross functional groups

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

• Comfortable with financial or business case ownership/oversight
• MBA/Masters Degree
• Strategic Portfolio/Project management principles
• Experience working with Airport Operations or in groups related to Airport Operations
• Lean Six Sigma Green Belt

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 WHQ00022673