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United Airlines Senior Manager - Innovation & Solutions in Chicago, Illinois

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Customer Strategy & Innovation

One of United’s newest departments, Customer Strategy & Innovation, handles premium services, ground experience, program management, customer analytics and insights, customer service innovation, and more.

Job overview and responsibilities

The Senior Manager - Innovation & Solutions partners with operating groups across the customer service delivery organization to problem solve customer and employee pain points, enable our growth strategy, & prioritize innovation opportunities. This role manages and leads a portfolio of large scale, key initiatives and develop the long term strategies for future process and technology improvements with a primary focus on Below the Wing functions within Airport Operations.

  • Identify, develop and lead complex cross-functional/divisonal projects with high levels of leadership visibilty

  • Build relationships and improve collaboration in a way which allows us to partner on initiatives from the beginning and better influence outcomes as a result

  • Communicate effectively with leadership and key stakeholders and partners throughout project process

  • Develop executive level presentations and deliver project updates to leadership

  • Lead and develop team members in executing their work effectively and developing their skills while fostering an inclusive, healthy and positive working environment


  • BS/BA degree or equivalent experience

  • 2-3 years of work experience

  • Strategic planning and decision making

  • Ability to work with cross functional groups

  • Strong relationship building and problem resolution skills

  • Ability to lead, motivate, and drive vision

  • Ability to lead stakeholders through complex planning and implementation of initiatives

  • Stong written and verbal communication skills

  • Strong presentation skills

  • Strong project management skills

  • 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


  • MBA/Masters Degree

  • Lean Six Sigma Green Belt

  • 5+ years of work experience

  • Experience working with Airport Operations or in groups related to Airport Operations

  • Strategic Portfolio / Project management principles

  • Comfortable with financial or business case ownership / oversight

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

Division: 81 Customer Strategy & Innovation

Function: Cust Svc Delivery / Cust Svc Solutns / Global Ops Strat Plang & Design

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled