Manager of Customer Experience and Irregular Operations Programs - Transforming Travel Disruptions into Seamless Journeys

Join the United Airlines Team: Revolutionizing Customer Experience in Irregular Operations

United Airlines is on a mission to become the best airline in the history of aviation, and they're looking for talented individuals to join their team. As a global company with a presence in hundreds of locations worldwide, United Airlines is committed to connecting people, uniting the world, and making a positive impact in the communities they serve. With a strong focus on diversity, inclusion, and employee development, United Airlines offers a dynamic and supportive work environment that's perfect for professionals looking to grow and thrive.

About the Role: Manager of Customer Experience and Irregular Operations Programs

The Manager of Irregular Operations (IRROPS) Programs plays a critical role in driving success at United Airlines. This role is responsible for leading enterprise programs that enhance the employee and customer experience during travel disruptions, such as delays and cancellations. By partnering with cross-functional teams across the customer strategy, airport operations, and technology organizations, the Manager of IRROPS Programs will identify and solve complex problems, develop and implement effective solutions, and drive continuous improvement.

Key Responsibilities:

• Lead and manage complex cross-functional projects from ideation to implementation, ensuring timely and effective delivery.
• Collaborate with stakeholders across departments to rebuild and maintain the IRROPS playbook and standard operating procedures.
• Develop and implement organizational change strategies to support project success and minimize disruption.
• Create executive-level presentations and deliver updates to leadership, providing insights and recommendations for improvement.
• Utilize operational data and digital insights to identify gaps, monitor key performance metrics, and drive data-driven decision-making.

Essential Qualifications:

To succeed in this role, you'll need:

• A Bachelor's degree in a relevant field, such as business, operations, or a related discipline.
• 4+ years of direct and indirect leadership experience in large-scale, cross-functional workstreams.
• Excellent analytical capabilities and solutions-oriented thinking, with the ability to drive complex projects forward.
• Proficiency in Microsoft Office, particularly PowerPoint and Excel, with the ability to create compelling presentations and analyze data.
• The ability to motivate and provide leadership to cross-functional teams, driving collaboration and results.
• Experience working with cross-functional groups at various organizational levels, with a strong understanding of organizational dynamics.
• The ability to travel up to 30% throughout the year, with a valid passport and compliance with United Airlines' travel policies.

Preferred Qualifications:

While not essential, the following qualifications are highly desirable:

• Field implementation experience, with a strong understanding of operational realities and the ability to drive practical solutions.
• Project management skills, with experience using tools like Asana, Trello, or MS Project.
• Experience working directly with frontline teams, with a deep understanding of their needs and challenges.

What We Offer:

At United Airlines, we're committed to supporting our employees' well-being, growth, and success. Our benefits and perks include:

• A competitive salary based on experience, with opportunities for growth and development.
• A comprehensive benefits package, including health insurance, retirement savings, and paid time off.
• Employee-run "Business Resource Group" communities, providing a platform for networking, support, and connection.
• Parental leave, 401k, and privileges like space available travel, making it easier to balance work and life.
• Opportunities for professional development and career progression, with a focus on leadership and project management experience.

Company Culture and Environment:

United Airlines values diverse experiences and perspectives, fostering an inclusive environment where everyone can contribute and grow. Our company culture is built on collaboration, teamwork, and innovation, with opportunities for employees to bring new ideas to the table and drive positive change.

Career Growth and Development Opportunities:

At United Airlines, we're committed to supporting our employees' long-term success. This role offers opportunities for professional development, leadership experience, and career progression, ensuring that you'll continue to grow and thrive throughout your career.

Why Join United Airlines?

By joining United Airlines, you'll become part of a team dedicated to delivering exceptional customer service, driving innovation, and making a positive impact in the communities we serve. As a Manager of Customer Experience and Irregular Operations Programs, you'll play a critical role in enhancing the employee and customer experience during travel disruptions, making a tangible difference in the airline industry.

Don't Hesitate - Apply Today!

We value a great attitude and a willingness to learn above all. If you're passionate about delivering exceptional customer experiences, driving innovation, and making a positive impact, we encourage you to apply for this exciting opportunity. Don't worry if you don't meet every single requirement - we're looking for talented individuals who are ready to grow, learn, and thrive with our team.

Join United Airlines and become part of a team that's shaping the future of aviation. Apply now and take the first step towards a rewarding and challenging career!