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United Airlines Process Improvement Senior Manager in Chicago, Illinois

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Catering Operations

The Catering Operations department develops and provides the great dining experiences on board our aircraft and ensuring the catering operation goes smoothly.

Job overview and responsibilities

The Strategy & Innovation Team in Catering Ops is focused on tackling high-visibility process improvement and tech initiatives to support United's $1M food & beverage division end-to-end, from demand planning to delivery onboard. We are looking for a passionate, driven, visionary leader with a strong track-record of planning and executing process improvement work. As Senior Manager of Process Improvement, you will function as both an authority on process best practices and a project leader driving execution of key initiatives aimed at optimizing United's F&B supply chain spanning menu planning/design, logistics and flight kitchen operations -- improving the experience of our employees and customers. The role will involve engaging with partners in IT and data, as well as collaborating with other internal functions (e.g., procurement) and external groups (e.g., vendors) at United. This is a great opportunity to reshape the end-to-end processes for a unique space in the airlines industry.

  • Function as a strategic advisor and an authority in Process Improvement, staying current of digital tech trends that can help enable drive efficiencies, and presenting work to an executive audience

  • Directs teams - partnering with commercial/operating groups, IT, and vendors - in the evaluation of demand sources, production capabilities, strength and weaknesses of existing business processes. Creates and manages partnerships and alliances in support of alternatives

  • Defines, prioritizes and monitors KPIs (e.g., cost, productivity) upstream (vendors) and downstream (flight kitchens)

  • Ideate, project manage & execute a prioritized portfolio of cross-divisional projects, from idea and analysis stage, through development, testing, and roll-out

  • Present for a variety of audiences ranging from front-line employees to executive leadership -- ensuring alignment and successful adoption of change


  • Bachelor's degree or equivalent experience in a related field

  • 7+ years of professional experience in a strategic, highly analytical, and/or data intensive role, preferably with significant experience in process improvement and innovation

  • Track-record of effectively managing teams to complete multiple, time-sensitive projects and competing priorities with minimum guidance.

  • Ability to manipulate data to drive business decisions is a must – expert in Microsoft Excel required and familiarity with Microsoft SQL a big plus

  • Excellent analytical, organizational, and written/verbal communication skills.

  • Startup mentality: scrappy, creative, and constantly iterating to be best-in-class

  • 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


  • Project management experience

  • Management Consulting for a large firm focusing on implementing Ops/Technology-enabled initiatives

  • Experience in data mining tools (Brio, EDW, etc.)

  • Management consulting and/or corporate strategy experience

  • Background in process improvement / innovation

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT

Division: 67 Catering Operations

Function: Food Services - Management & Administrative

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled