What are the responsibilities and job description for the Manager - Customer Strategy & Innovation (Hybrid) position at United Airlines?
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
As part of the Security Strategy team within the Customer Strategy and Innovation department, you will be responsible for developing the strategic direction of the customer experience for security checkpoints, such as TSA and CBP, and lead the implementation of new innovations in the airport. This requires key collaboration with United’s Digital Technology, Airport Operations teams, Government Affairs, CRE, Corporate Security, Facilitation, among others.
This individual will partner with operating groups across the customer service delivery organization to problem solve customer and employee difficulties, enable our growth strategy, & prioritize innovation opportunities. Lead a portfolio of initiatives to include proofs of concept, business case evaluations, and full-scale project implementations. Establish relationships with team members to build consensus, execute projects successfully, and facilitate measurement of success. Ideate, project manage & execute a prioritized portfolio of complex cross-divisional projects, from idea and analysis stage, through development, testing, and roll-out. This role is Chicago-based, hybrid with up to 30% travel.
Qualifications
What’s needed to succeed (Minimum Qualifications):
The base salary range/hourly rate listed is dependent on job-related, non-discriminatory 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 JobAccommodations@united.com to request accommodation. WHQ00024766
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
As part of the Security Strategy team within the Customer Strategy and Innovation department, you will be responsible for developing the strategic direction of the customer experience for security checkpoints, such as TSA and CBP, and lead the implementation of new innovations in the airport. This requires key collaboration with United’s Digital Technology, Airport Operations teams, Government Affairs, CRE, Corporate Security, Facilitation, among others.
This individual will partner with operating groups across the customer service delivery organization to problem solve customer and employee difficulties, enable our growth strategy, & prioritize innovation opportunities. Lead a portfolio of initiatives to include proofs of concept, business case evaluations, and full-scale project implementations. Establish relationships with team members to build consensus, execute projects successfully, and facilitate measurement of success. Ideate, project manage & execute a prioritized portfolio of complex cross-divisional projects, from idea and analysis stage, through development, testing, and roll-out. This role is Chicago-based, hybrid with up to 30% travel.
- 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 effectively with partners throughout project process
- Ensure that new processes/innovation is successfully passed to training and organizational change partners if needed, to drive successful adaptation of these initiatives
- Update leadership and key stakeholders on initiatives - preparing and delivering presentations on a regular basis
- Establish and document business requirements for new innovations and collaborate with Digital Technology through project implementation
- Lead implementation of new technologies in the field and providing onsite support to Airport Operations
- Act as liaison with Airport Operations and provide customer experience subject matter expertise for TSA, CBP and related security checkpoint activities
Qualifications
What’s needed to succeed (Minimum Qualifications):
- BS/BA degree required
- 4 years of work experience required
- Skilled in Microsoft Office - particularly PowerPoint and Excel
- Strategic planning and decision making
- Ability to work with cross functional groups
- Strong relationship building skills
- Problem resolution and communication skills
- Ability to motivate, drive vision, and provide leadership required
- The ability to lead stakeholders through complex planning and implementation of initiatives
- Must be legally authorized to work in the United States for any employer without sponsorship
- Up to 30% travel is required
- MBA/master’s degree
- Lean Six Sigma Green Belt
- Project management experience preferred
- Knowledge of other internal business groups preferred
- Experience working with digital technology groups
- Airline experience preferred
The base salary range/hourly rate listed is dependent on job-related, non-discriminatory 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 JobAccommodations@united.com to request accommodation. WHQ00024766
Salary : $99,750 - $135,960
