Manager of Customer Experience and Irregular Operations Programs

Description 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. The Manager of Irregular Operations (IRROPS) Programs leads enterprise programs that enable United to improve the employee and customer experience when delays and cancellations occur. This role will partner with operating groups across the customer strategy and innovation, airport operations and technology organizations to problem solve customer and employee pain points with irregular operations. Company Culture and Environment United Airlines values diverse experiences and perspectives, encouraging an inclusive environment where everyone has the opportunity to contribute and grow. The company promotes collaboration across different levels and departments, fostering a culture of teamwork and innovation. Career Growth and Development Opportunities At United, there are opportunities for professional development and career progression. The role encourages individuals to bring new ideas to the table and offers a pathway for leadership and project management experience. Detailed Benefits and Perks • Competitive benefits package aimed at keeping you happy, healthy, and well-traveled. • Employee-run “Business Resource Group” communities. • Parental leave, 401k, and privileges such as space available travel. Compensation and Benefits • Competitive salary based on experience. • Comprehensive health insurance plans. • Retirement savings plan with company matching. • Generous vacation and paid time off policy. Why you should apply for this position today Joining United Airlines means becoming part of a team dedicated to delivering exceptional customer service while embodying a strong commitment to diversity and inclusion. This is an opportunity to play a key role in enhancing customer and employee experiences during travel disruptions, making a tangible impact in the airline industry. Skills • Bachelor’s degree. • 4+ years of direct and indirect leadership experience in large-scale, cross-functional workstreams. • Excellent analytical capabilities and solutions-oriented thinking. • Proficient in Microsoft Office, especially PowerPoint and Excel. • Ability to motivate and provide leadership. • Experience in working with cross-functional groups at various organizational levels. • Ability to travel up to 30% throughout the year. Responsibilities • Lead and manage complex cross-functional projects from ideation to implementation. • Collaborate across departments to rebuild and maintain the IRROPS playbook and standard operating procedures. • Develop and implement organizational change strategies to support project success. • Create executive-level presentations and deliver updates to leadership. • Utilize operational data and digital insights to identify gaps and monitor key performance metrics. Qualifications • Minimum qualifications include a Bachelor’s degree and relevant leadership experience. • Preferred qualifications include field implementation experience and project management skills. Education Requirements • Bachelor’s degree in a relevant field. Education Requirements Credential Category • Bachelor’s degree. Experience Requirements • 4+ years of experience in leadership roles, managing cross-functional workstreams. • Experience working directly with frontline teams is preferred. Why work in Chicago, IL Chicago offers a vibrant culture, diverse community, and numerous professional opportunities. The city is a hub for business and innovation, providing a dynamic environment for career growth. With a rich history, exciting entertainment options, and a thriving culinary scene, Chicago is an excellent place to live and work Apply Job!