Senior Manager - Retail Platform Operations

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?

We believe that inclusion propels innovation and is the foundation of all that we do. Uniteds Digital Technology team spans the globe and is made up of diverse individuals all working together with cutting-edge technology to build the best airline in the history of aviation. Our team designs, develops and maintains massively scaling technology solutions brought to life with innovative architectures, data analytics, and digital solutions.

This Senior Manager will be an inspiring leader seeking to understand how customers interact with United’s Retail platforms and will enable an operating model that provides for real-time operational metrics to ensure reliable digital platforms performance. United’s Retail Platforms support 3M+ customer interactions a day, retail the majority of the company’s revenue and are an integral part of the overall CX of air travel. The Senior Manager in this role is excited by scale, motivated by tough challenges and loves to work on a team that is obsessed with customers. Insights from this organization will drive customer interaction failure response and actionable insights that influence priority of work for multiple platform teams. This manager must possess the unique ability to bring together numerous qualitative and quantitative data points to tell a story and drive strategic decisions. This role will also include working multi-functionally with Contact Centers, Ancillary, and Distribution business teams as well as DT to understand the scope and critical quality metrics to implement the correct instrumentation to measure performance This manager will be responsible for driving any necessary research, analysis and/or testing to provide concept feasibility and benefits. This role partners seamlessly with engineering teams to help empower those teams with metrics on the quality of their products as well the data to reduce troubleshooting effort and more efficiently resolve issues. Additionally, this manager will be responsible for working with other Digital Technology operations teams to ensure timely response to incidents and collaboration on the enterprise observability strategy.

• Lead retail platforms operational analytics team - produce retail product insights, collaborate with platform delivery teams on quality metrics and operational monitoring that triggers incident response
• Supply analytical insights and innovation opportunities by using competitive intelligence tools
• Thorough understanding of retail platforms, from the application layer to the end-to-end customer experience flow to enable proper instrumentation
• Lead the team to develop analytical skills, leadership of process improvement and collaboration with engineering and product teams
• Develop and maintain the observability strategy for retail platforms including instrumentation, monitoring & response processes.

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!

• Bachelors degree
• 5+ years of analytics experience (Business or IT)
• 5+ years using digital analytics tools
• 5+ years of experience in advanced research in a quantitative and analytical field
• Strong data analysis, manipulation, and problem-solving skills
• Advance skills using Enterprise Data Warehouse and SQL server
• Experience with building reports/dashboards in PowerBI
• Experience with building reports/dashboards in Spotfire
• 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

• Masters 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 JobAccommodationsunited.com to request accommodation.