Director - Customer Servicing Digital Platforms

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. United's 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.

Key Responsibilities:

The Director - Customer Servicing Digital Platforms will own the vision, roadmap, delivery, budget, and operational metrics of United Airlines' customer service applications, tools, and platforms. This individual must build and sustain business relationships with senior and operational leaders in Reservations, Customer Care, and Loyalty, serving as the main point of contact. 

• Develop a multi-year application development strategy that aligns with corporate and IT related goals and vision, adapt strategy as technology and business needs evolve. Understand and provide recommendations for improvement of Business Processes by applying existing IT capabilities, identifying improvements, and defining new strategic IT capabilities.
• Advance, assist, and follow through on the resolution of issues related to the delivery of technology solutions. Act as the point of contact and facilitate the work request demand and prioritization process. Stay abreast of business strategy, goals, objectives, and operational performance.
• Establish and maintain strong business relationships with both senior and operating level business leaders to ensure effective delivery of business results and technology solutions. Educate business partners on roles, responsibilities, processes, and work required to ensure effective delivery of new technology solutions.
• Accountable for effective project management and delivery of work requests and projects within committed budget, schedule and quality for individual projects while also meeting overall department performance goals. Align with business partners on delivery success criteria and ensuring technology solutions follow architectural standards. Provide cost estimates and business case updates.
• Accountable for identifying needs, securing commitments, and supervising progress of work from internal and external service provider teams. Successfully integrate project and program initiatives with other software applications.
• Remaining informed of new technologies and/or business processes and incorporating those technologies to improve the productivity of the applications staff and software systems' maintainability.
• Communicate strategy, goals, and measurable components to drive success and accountable across the organization. Establish department and individual's goals including performance reviews and career and performance plans.
• Responsible for developing and maintaining an overall sourcing plan which includes creative sourcing options and alternatives to ensure supply capacities meet work demand, role and skills required and cost objectives. Assess and recommend improvements to the organization structure, roles, and responsibilities.

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!

What's needed to succeed (Minimum Qualifications):

• Bachelor's degree in Computer Science, Engineering, or a related field in Business Administration
• 10 years of management experience in an IT or leadership related role
• Proven project organization skills, including project prioritization, planning and organization
• Strong oral and written communication skills
• Experience in business management, project management and consulting, specifically in technology strategy
• Demonstrated expertise in web, mainframe, and client-server environments, and managing large-scale programs and achieving operational excellence
• The position is located in Chicago and adheres to a hybrid work schedule, which provides a balance of on-site and remote work opportunities.

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

• MBA or Master of Science degree in Computer Science
• Experience in application development, multiple major projects delivering of med-large scale projects/programs
• Experience in multiple technical platforms, operating systems, databases, and development languages including but not limited to web, mainframe, Unix, and Client Server
• Familiar with working within a multi-disciplined, multi-functional technical organization with matrixes reporting relationship
• Prior experience in the travel industry or familiarity with contact center operations

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.