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. 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. United's 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: The IT App Dev Manager - AO Premium Service & Clubs oversees the strategic and operational technology for Premium Services and airport lounges. The IT App Dev Manager plans and delivers on new solutions which improve the customer experience and operations. Develops strategies for functionality based on full understanding of specific business functions - considering all the associated business and technical dependencies involved. Excellent communicator with outstanding collaboration skills to collect feedback from frontline staff, prioritize business needs, and coordinate technology development in a dynamic and demanding environment. Drives agile development and testing teams by creating detailed requirements in the form of user stories and setting clear expectations from inception to delivery. Owns deadlines and removes roadblocks to deliver on-time and within budget. High-level knowledge of the system architecture to facilitate discussions needed for systematic updates to deliver product value. Possesses deep knowledge of product management, human-centered design, modern software development, and industrial engineering techniques to optimize use of the technology by global operations teams. Continually evaluates the product and delivery model with standard methodologies used by leading brands. Defines the vision and strategic direction for DT products within Premium Services and Airport Lounges. Provide strategic road map for application maturity, increasing business value, enhancing reliability, enhancing the customer experience, and optimizing the employee experience for efficiency. Manage vendor partnership to deliver on application capabilities, from roadmap through deployment and maintenance, ensuring efficient and reliable operations Finds opportunities for improvement across product, process and team. Analyzes data to ensure features are aligned with product goals/objectives and delivering the most business value. Gathers and prioritizes requirements from business collaborators, customers, and frontline alike to enhance the lounge experience. Conducts on-site observations and evaluations of our products in use at airports to identify solutions that improve operations, revenue generation, and customer and agent experiences. Supports the airport team in deployments, testing, and solving issues. Facilitates training and provides clear documentation for airport teams to be successful with the provided solutions. Stays ahead of emerging technologies and trends that could impact or benefit lounge operations and customer experience. Uses data and consumer research to inform strategic direction and build cases for new development. Influences business by storytelling with excellent verbal updates and visual presentations. Collaborates with other teams and business constituents to provide daily operational support. Be a trusted leader with vision with business partners to create impactful products that delight your customers. Ensure smooth coordination between teams to support seamless operational performance and application delivery. Provide delivery estimates and case updates to support overall IT performance metrics, monthly project status reporting and quarterly resource planning review. Manages relationships with technology vendors, ensuring that partnerships deliver value to the organization. Supervises the entire product delivery lifecycle. Ensures that we follow a delivery model that adheres to standard processes and incorporates service design, usability, delivery, transition, and support. Defines specific roles within the delivery process to ensure accountability and clarity in execution. Provides administration of software and reporting to configure changes and track effectiveness towards the goals. Track revenue generation and customer experience of solutions to prove benefits from recent releases. Identify immediate successes to improve existing implementations by managing scope and identifying suitable technology partners to increase return on investment. Improve operations and drive cost-effective changes that still deliver on the brand experience for personalized service. Coach, mentor, and inspire team members and sustain an environment in which they can thrive as members of a cohesive and high-performing team. Cultivate an innovation attitude by organizing hackathons, innovation days, or learning sessions where the team can experiment with new technologies or solutions outside of their day-to-day tasks. Shows a commitment to professional development. Establish team and individual's goals including performance reviews and career and performance plans. Lead efforts to plan project staffing, forecast budget, and communicate progress to senior IT and Business leadership. Develop a team structure that cultivates multi-functional skills, enabling team members to learn and apply various operational and development practices and enhance their versatility. Travel: At least 20% to visit existing UA clubs or support new openings, build links, and identify new opportunities by talking to staff and customers. Regular visits to Willis HQ and testing labs in Chicago on an as-needed basis. United 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! Qualifications What's needed to succeed (Minimum Qualifications): Bachelor's degree in Computer Science, Business, Engineering, or relevant field of study Product Management of a customer-facing software solution Modern software development processes, standards, and delivery model Agile & Scrum knowledge Writing Business/System requirements and user stories and managing a product backlog Driven Benchmarking and Airline Operations knowledge Planning and ability to build and present long-term strategies Established record of responsibility and delivering successful results Strong negotiation skills to initiate and manage IT contracts to deliver on product deliverables Ability to quickly triage and drive the resolution effort for production support situations Strong oral and written communication skills Solid project management skills - including prioritization, planning and organization Able to Work with distributed teams (on shore and off) required Ability to understand, communicate and engage effectively with multiple stakeholders and interactions Strong problem-solving, listening, written and verbal communication, and decision-making skills Ability to prioritize and manage time effectively Understanding of digital platforms, tools, and emerging technologies (e.g., AI, IoT, cloud computing, cybersecurity). Preferred: relevant to the aviation industry Understanding the basics of APIs and experience with Postman/Fiddler or similar Analytical data skills to use SQL/PowerBI to deliver reports and insights What will help you propel from the pack (Preferred Qualifications): 2-3 customer-facing software development experience preferred 2-3 years in business analyst role preferred 2-3 years in operations or continuous improvement preferred Recent experience in Hospitality and providing premium experiences to customers Experience in Jira, Confluence, Figma, ServiceNow, Miro or related product management tools Prior Experience in Airport Operations and an understanding of how United Operations work Solid understanding or experience with High Availability systems Solid understanding or experience with the App Connect Enterprise toolset Experience in ML, LLM, and AI United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact to request accommodation. Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT
Job Title
IT Application Development Manager - AO Premium Services & Clubs