Manager

Description:

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
   

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 20% 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