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.
Key Responsibilities: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.
Product DeliveryResponsible 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, securityCoach guide developers and business users to design, develop and integrate customer facing solutions integrated with back-end services that meet business needsIdentify areas for process improvement and implement changes to improve efficiency and effectivenessMust be adaptable to changing designs and to adding performance enhancementsExtensive experience in coding standards, code quality tools, development methodologiesDevelopment Tools ArchitectureEnsure that software development projects are completed on time, within scope, and within budgetProvide technical guidance and mentorship to teamManage project risks and issues, and develop contingency plans to mitigate themLeadershipDevelop project plans, timelines, and budgets and manage them throughout the project lifecycleConnect with partners to manage expectations and ensure alignment with project goalsAccountable 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 goalsResponsible for assessing and recommending improvements to the organization structure, roles and responsibilitiesUnited 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
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.
Key Responsibilities: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.
Product DeliveryResponsible 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, securityCoach guide developers and business users to design, develop and integrate customer facing solutions integrated with back-end services that meet business needsIdentify areas for process improvement and implement changes to improve efficiency and effectivenessMust be adaptable to changing designs and to adding performance enhancementsExtensive experience in coding standards, code quality tools, development methodologiesDevelopment Tools ArchitectureEnsure that software development projects are completed on time, within scope, and within budgetProvide technical guidance and mentorship to teamManage project risks and issues, and develop contingency plans to mitigate themLeadershipDevelop project plans, timelines, and budgets and manage them throughout the project lifecycleConnect with partners to manage expectations and ensure alignment with project goalsAccountable 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 goalsResponsible for assessing and recommending improvements to the organization structure, roles and responsibilitiesUnited 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
What’s needed to succeed (Minimum Qualifications): Bachelors degree in Computer Science, Engineering or Business AdministrationExperience leading contact center or customer service technology delivery engineering teams with excellent knowledge of contact center platforms, voice bot automation tools industry standards.Experience with 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 years of software development and leadership experience building solutions using NodeJS, Natural Language Processing techniques, Conversation Design tools, Web Mobile development tools including ASP.NET, MVC, SQL, JavaScript or similar technologies.7 years of IT and business/industry work experience driving business operations2 years of leadership experience in managing multiple, large, multi-functional teams or projects, and influencing senior level management and key collaboratorsRequires sophisticated technical and business knowledge in SDLC, quality assurance, project management and other related disciplines/processesMust be legally authorized to work in the United States for any employer without sponsorshipWhat will help you propel from the pack (Preferred Qualifications):Masters in Computer Science, Mathematics, Information Systems, or other related fieldExperience of Agile developmentExcellent PowerPoint and executive presentation skillsAirline Experience is a plusContact Centers experience a plusWhat’s needed to succeed (Minimum Qualifications): Bachelors degree in Computer Science, Engineering or Business AdministrationExperience leading contact center or customer service technology delivery engineering teams with excellent knowledge of contact center platforms, voice bot automation tools industry standards.Experience with 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 years of software development and leadership experience building solutions using NodeJS, Natural Language Processing techniques, Conversation Design tools, Web Mobile development tools including ASP.NET, MVC, SQL, JavaScript or similar technologies.7 years of IT and business/industry work experience driving business operations2 years of leadership experience in managing multiple, large, multi-functional teams or projects, and influencing senior level management and key collaboratorsRequires sophisticated technical and business knowledge in SDLC, quality assurance, project management and other related disciplines/processesMust be legally authorized to work in the United States for any employer without sponsorshipWhat will help you propel from the pack (Preferred Qualifications):Masters in Computer Science, Mathematics, Information Systems, or other related fieldExperience of Agile developmentExcellent PowerPoint and executive presentation skillsAirline Experience is a plusContact Centers experience a plus