Uniteds Digital Technology team is comprised of many talented 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.

This role is a hybrid-based role in Chicago, IL or Houston, TX which requires 3 days per week in office.

Job overview and responsibilities

The Senior Manager - Call Center & Customer Care Technologies position will lead a development team in the continued design and development of a modern, cloud-based contact center platform. This position will collaborate cross functionally with our business partners and other technology teams to design, develop and integrate user interfaces and services that meets the business needs. This position 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 one of the major customer channels at United and enabling our agents through modern and scalable technology and delivery methodologies.

• Technology & Product Delivery

  • Responsible for overseeing the development and delivery of high-quality software applications that meet business requirements and user needs

  • Accountable for delivering projects within scope, schedule, and budget, as well as managing stakeholder expectations.

  • Responsible for continuous improvement initiatives – standard methodology scalable architecture, code quality, automation, security

  • Engage developers and business users to design, develop, and integrate user interfaces and 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

  • 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

• Leadership

  • Delivery Management - Develop project plans, timelines, and budgets and manage them throughout the project lifecycle

  • Technology Lifecycle Management - Ensure platforms adhere to enterprise information security and risk mandates, resolve & remediate out of compliance technologies

  • Communicate 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

What’s needed to succeed (Minimum Qualifications):

• Bachelor’s degree in Computer Science, Engineering or Business Administration.

• 7+ years of progressive IT and business/industry work experience with strong focus on customer care, contact center or service center technology environments.

• 5+ years of application development experience building or integrating cloud-based platforms for business operations; hands-on familiarity with AWS based microservices architecture, Angular UI/UX, Lambda orchestration and .NET services strongly preferred

• 3+ years of leadership experience in managing large scale cross-functional teams or complex initiatives with demonstrated ability to influence senior management and key stakeholders

• Deep expertise implementing case management solutions within a contact center, service or sales environment

• Strong knowledge of data management, big data pipelines & real time analytics engines and AWS cloud platforms

• Extensive expertise managing/operating platforms in production, ensuring high availability, resiliency, compliance and alignment to enterprise operational mandates.

• Proven track record in leading SDLC processes, quality engineering, release management and production support disciplines with modern engineering organizations.

• 3+ years of experience operating in Agile development environments with demonstrated ability to drive predictable delivery, prioritization and iterative value realization

• Ability to translate business outcomes into clear technical strategies and execution plans

• Demonstrated success in stakeholder management. Risk management and driving alignment across product, operations and engineering teams.

• 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
  

What will help you propel from the pack (Preferred Qualifications):

• Masters degree in Computer Science, Engineering, or Business Administration
• Experience delivering solutions on Salesforce, Microsoft Dynamics, or comparable CEM platforms; successful implementation of at least two full lifecycle CRM implementations
• Airline industry experience