Sr Manager - IT Digital Service

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.

Please note this role is hybrid based in Chicago, IL and will require in office attendance 2-3 days per week.

The purpose of the Senior Manager - IT Digital Service position is to lead a development team in the continued design and development of United’s Conversation AI & Gen AI based customer self-service voice & digital self-service platform. This position will collaborate multi-functionally with our business partners and other technology teams to design, develop and integrate digital/ chat and voice bots that meets the business needs. The Senior Manager will have a focus on rapid agile development, leading highly efficient development teams, and developing the architecture and development roadmap for the most critical contact center tool. You will be responsible for major customer interaction channels at United and enabling our agents through modern and scalable technology and delivery methodologies.

• Responsible for supervising the development and delivery of customer facing digital & voice bots driving a progressive self-service experience for our customers.
• Accountable for delivering projects within scope, schedule, and budget, as well as managing collaborator expectations.
• Responsible for continuous improvement initiatives – standard methodology scalable architecture, code quality, automation, security
• Coach & guide developers and business users to design, develop and integrate customer facing solutions integrated with back-end services that meet business needs
• Identify areas for process improvement and implement changes to improve efficiency and effectiveness
• Must be adaptable to changing designs and to adding performance enhancements
• Extensive experience in coding standards, code quality tools, development methodologies
• Development Tools & Architecture
• Ensure that software development projects are completed on time, within scope, and within budget
• Provide technical guidance and mentorship to team
• Manage project risks and issues, and develop contingency plans to mitigate them

• Develop project plans, timelines, and budgets and manage them throughout the project lifecycle
• Connect with partners to manage expectations and ensure alignment with project goals
• Accountable for administrative management of 5-10 IT professionals, either as direct reports or sourced – HR administration, Time Reporting, etc.
• Provide leadership by establishing department and individual’s goals
• Responsible for assessing and recommending 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!

• Bachelors degree in Computer Science, Engineering or Business Administration
• Experience leading contact center or customer service technology delivery & engineering teams with excellent knowledge of contract center platforms, voice & bot automation tools & industry standards.
• +3 years of Digital/ Chatbots & voice bot development using industry leading platforms – Lex, Dialogflow or products like Nuance, Genesys, Nice, Amelia, Core.ai and other digital bot/ tools.
• 7-9+ years of software development and leadership experience building solutions using NodeJS, Natural Language Processing techniques, Conversation Design tools, Wed & Mobile development tools including ASP.NET, MVC, SQL, JavaScript…etc.
• +9 years of IT and business/industry work experience driving business operations
• At least 2 -4 years of leadership experience in managing multiple, large, multi-functional teams or projects, and influencing senior level management and key collaborators
• Requires sophisticated technical and business knowledge in SDLC, quality assurance, project management and other related disciplines/processes
• 12 months experience of Agile development
• Excellent PowerPoint and executive presentation skills
• Must be legally authorized to work in the United States for any employer without sponsorship

• Masters in Computer Science, Mathematics, Information Systems, or other related field
• Airline Experience is a plus
• Contact Centers experience a plus

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.