Manager - operations strategy

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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 of Irregular Operations (IRROPS) Programs leads enterprise programs that enable United to improve the employee and customer experience when delays and cancellations occur. This position focuses on making it right for United’s customers when things go wrong, managing a portfolio of tools and applications that enable employees to service customers in the moment and taking a key leadership role in determining United’s overall customer compensation strategy. This role includes partnering with stakeholders across customer strategy & innovation, airport operations, contact centers, and digital technology to problem solve customer and employee pain points. This person will be responsible for managing United’s customer compensation and recovery gesture portfolio, owning and modernizing employee tools, driving consistency in execution, and leading ongoing analysis and reporting. This role will drive United’s overall compensation strategy by focusing on the testing and development of the future end-to-end experience for disrupted customers, incorporating new technologies and processes that will drive a more efficient, dependable and caring overall experience, furthering United’s commitment to its Net Promotor Score (NPS). This is a Chicago-based, hybrid role that will require weekly in-office work.

• Lead and manage United’s customer compensation portfolio, including ongoing management of agent-facing tools and identification of new technologies and opportunities
• Ideate, project manage & execute complex cross-functional/divisional projects, from idea and analysis stage, through proof-of-concept, development, testing, and roll-out
• Use quantifiable operational and financial data to identify gaps, define project goals, create business justifications for resources/funding, and monitor key performance metrics for IRROPS initiatives
• Develop and implement robust change management strategies to support program and project success across the operation, driving execution and consistency
• Develop executive level presentations and deliver project updates to leadership
  
  

Qualifications

What’s needed to succeed (Minimum Qualifications):

• Bachelor's degree
• 4+ years of direct and indirect leadership including managing large-scale, cross-functional workstreams
• Ability to define and document complex experience design
• Ability to motivate, drive vision, and provide leadership
• Excellent analytical capabilities and solutions-like thinking
• Skilled in Microsoft Office - particularly PowerPoint and Excel
• Demonstrated experience working with cross functional groups and all different levels of an organization
• Ability to travel up to 20% throughout the year
• 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):

• Experience implementing proof-of-concepts or project implementation
• Experience translating business goals into technical requirements, bridging the gap between business and technical teams
• Experience with SQL and data visualization tools
• Program/project management experience
• Experience owning change management implementation
• Supervisory or management-level experience
  
  

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 [email protected] to request accommodation.