Program Manager - AOD Performance & Analytics

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 fly into airports around the entire world. And we need a whole team of people to keep things running in tip-top shape! From the exceptional service at the check-in counter to the departure gate, and even behind the scenes making sure your checked bags arrive with you, our Airport Operations team keeps operations at our airports running smoothly every single day.

The Airport Operations department keeps operations at our airports running smoothly through planning, organization and supervision.

Responsible for the day-to-day operational management and oversight of the system wide staffing and performance of Agent On Demand (AOD) Reps. Support the AOD Resource Staffing and Performance initiatives in the Domestic and/or International region(s). Responsible for supporting the field leaders with station performance (NPS, TCI, operations and staffing) and real-time activities across multiple work functions and contact channels – including phone, chat/messaging, and email. Evaluate historical performance and statistics to identify trends and accurately predict call/chat volumes; leading to proactive measures in handling staffing levels to achieve key performance metrics including average speed of answer, abandonment rate, average handle time, occupancy, etc. Effective communication with off-site leadership to complete staffing actions will be crucial to the success of this role. This role will serve as liaison between IT (both internal and external) and off-site business partners in leading through operational impacting events such as tool or system outages/issues.

• Leads a team of operational Supervisors
• Lead data analysis & reporting for Business Director, Manager and Airport Ops Leadership
• Support prioritization and representation of Airport Operations needs across employee programs and tool development
• Identify stations and/or metrics requiring additional focus; collaborate with leaders to develop and implement solutions
• Act as an advocate for airport leaders across various departments (CSC and field) for tactical issues and long-term strategic initiatives
• Monitor performance and ensure alignment and coordination with the Finance and Resource Planning teams to establish shift bids that support customer demand, reduces service defects while controlling costs
• Pre-plan staffing and communicate need to stations, monitoring upcoming weather/situations/events that would drive elevated staffing and implementing to the plan
• Be a consultant to business partners - provide in-depth analyses, develop cases and recommendations for innovations to address business opportunities, collaborate with internal and external teams, help business owners make faster, more inquisitive decisions. Socialize key initiatives with partners
• Lead projects ensuring quality, timeliness and efficiency of analysis and solutions. Collaborate with internal divisions, to drive value through evaluating product performance, offer optimization, and personalization

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 or equivalent work experience
• 3+ years experience in an operations or fast-paced business environment
• 2+ years demonstrated leadership consistent with the United leadership model
• Experience implementing initiatives and/or projects with measurable results
• Proficiency with Microsoft Office products, with emphasis on Excel and PowerPoint
• Knowledge of key Airport Operations performance, resource planning activities and metrics or previous experience supporting an operating group
• Strong analytical skills are important
• Executive Level presentation development
• Must have strong organizational skills, with proven ability to multi-task
• Collaboration skills are essential: Team player
• Demonstrated self-motivation and initiative
• Willingness to travel if needed (10 of the time)
• 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

• Undergraduate degree in Business, Economics, Mathematics, Operations Research, Industrial Engineering, Finance, Accounting, or related field involving quantitative analysis
• Process improvement experience
• Experience supervising Union Employees
• Supervisor experience
• Experience with data visualization tools such as Spotfire
• Airline Operations knowledge
• Knowledge of key Airport Operations finance, safety, Airport Operations Balanced Scorecard
• Ability to analyze large sets of data and build queries using SQL and Foundry

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.