Manager - Irregular Operations Programs & Strategy (Hybrid) bei United Airlines

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

%3Ch2%3EWhat’s needed to succeed (Minimum Qualifications):%3Co:p%3E%3C/o:p%3E%3C/h2%3E%3Cul style=%22margin-top:0in;%22 type=%22disc%22%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l0 level1 lfo1;%22%3EBachelor%27s degree%3Co:p%3E%3C/o:p%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l0 level1 lfo1;%22%3E4+ years of direct and indirect leadership including managing large-scale, cross-functional workstreams%3Co:p%3E%3C/o:p%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l0 level1 lfo1;%22%3EAbility to define and document complex experience design%3Co:p%3E%3C/o:p%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l0 level1 lfo1;%22%3EAbility to motivate, drive vision, and provide leadership%3Co:p%3E%3C/o:p%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l0 level1 lfo1;%22%3EExcellent analytical capabilities and solutions-like thinking%3Co:p%3E%3C/o:p%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l0 level1 lfo1;%22%3ESkilled in Microsoft Office - particularly PowerPoint and Excel%3Co:p%3E%3C/o:p%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l0 level1 lfo1;%22%3EDemonstrated experience working with cross functional groups and all different levels of an organization%3Co:p%3E%3C/o:p%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l0 level1 lfo1;%22%3EAbility to travel up to 20% throughout the year%3Co:p%3E%3C/o:p%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l0 level1 lfo1;%22%3EMust be legally authorized to work in the United States for any employer without sponsorship%3Co:p%3E%3C/o:p%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l0 level1 lfo1;%22%3ESuccessful completion of interview required to meet job qualification%3Co:p%3E%3C/o:p%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l0 level1 lfo1;%22%3EReliable, punctual attendance is an essential function of the position%3Co:p%3E%3C/o:p%3E%3C/li%3E%3C/ul%3E%3Cp class=%22MsoNormal%22%3E%3Co:p%3E %3C/o:p%3E%3C/p%3E%3Ch2%3EWhat will help you propel from the pack (Preferred Qualifications):%3Co:p%3E%3C/o:p%3E%3C/h2%3E%3Cul style=%22margin-top:0in;%22 type=%22disc%22%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l0 level1 lfo1;%22%3EExperience implementing proof-of-concepts or project implementation%3Co:p%3E%3C/o:p%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l0 level1 lfo1;%22%3EExperience translating business goals into technical requirements, bridging the gap between business and technical teams%3Co:p%3E%3C/o:p%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l0 level1 lfo1;%22%3EExperience with SQL and data visualization tools%3Co:p%3E%3C/o:p%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l0 level1 lfo1;%22%3EProgram/project management experience%3Co:p%3E%3C/o:p%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l0 level1 lfo1;%22%3EExperience owning change management implementation%3Co:p%3E%3C/o:p%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list:l0 level1 lfo1;%22%3ESupervisory or management-level experience%3Co:p%3E%3C/o:p%3E%3Cspan style=%22font-size:11.0pt;%22%3E%3Cspan style=%22mso-ascii-font-family:Calibri;mso-bidi-font-family:Calibri;mso-hansi-font-family:Calibri;%22%3E%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/li%3E%3C/ul%3E Jetzt bewerben