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 Irregular Operations (IRROPS) Programs leads enterprise programs that enable United to improve the employee and customer experience when delays and cancellations occur. This role will partner with operating groups across the customer strategy and innovation, airport operations and technology organizations to problem solve customer and employee pain points with irregular operations, enable our growth strategy, and prioritize innovation opportunities. This role will identify, design, and deliver tools and process changes to improve the customer and employee experience during travel disruptions, with a specific focus on the airport recovery space. This involves helping drive a service recovery strategy based on customer self-service and working with leaders and frontline agents to effectively impart change in both customer and employee behavior. The Manager of IRROPS Programs is responsible for identifying process improvement opportunities, partnering with Digital Technology teams to enhance tools and customer self-service capabilities, and working directly with Airport Operations teams to execute training and change management plans. This is a Chicago-based, hybrid role that will require weekly in-office work.

• Ideate, project manage & implement complex cross-functional/divisional projects, from idea and analysis stage, through development, testing, and roll-out

• Work with various groups to rebuild & maintain IRROPS playbook and standard operating procedures

• 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

• Develop and implement robust organizational change strategies to support program and project success across the operation, including support of training strategies and initiatives

• Develop executive level presentations and deliver project updates to leadership

• Use quantifiable operational data and digital insights to identify gaps, define project goals, and monitor key performance metrics for IRROPS initiatives

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):

• 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 30% 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):

• Field implementation or direct experience working with frontline teams/operations

• Familiarity with digital technology principles

• Project management experience

• Experience owning change management implementation

• Supervisory experience

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 JobAccommodations@united.com to request accommodation.

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