United Airlines · 1 week ago
Sr Manager - Customer Care Technology, Salesforce Cloud & Angular
United States-IL-WHQ - Chicago - Corporate Support Center - Willis Tower
Full-time
Hybrid
Senior Level
7+ years expUnited Airlines is seeking a Senior Manager IT for their Digital Technology team to lead the development of a modern, cloud-based contact center platform. This role involves collaborating with business partners and technology teams to design and deliver high-quality software applications while managing a team of IT professionals.
HospitalityIn-Flight EntertainmentService IndustryTransportationTravel
No H1B
Responsibilities
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
Collaborate with 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
Extensive experience in coding standards, code quality tools, development methodologies
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
Develop project plans, timelines, and budgets and manage them throughout the project lifecycle
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
Qualification
Required
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
3-5+ 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
Experience delivering solutions on Salesforce, Microsoft Dynamics, or comparable CEM platforms; successful implementation of at least two full lifecycle CRM implementations preferred
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
Minimum of 4 years of leadership experience in managing large scale cross-functional teams or complex initiatives with demonstrated ability to influence senior management and key stakeholders
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
Preferred
Master's degree in Computer Science, Engineering, or Business Administration
Airline industry experience
Company
United Airlines
United Airlines is an aviation company that provides information on reservations, bookings, and travel services online.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2006-01-25IPO
Leadership Team
Mike Leskinen
EVP, Chief Financial Officer
Deneen DeFiore
Vice President & Chief Information Security Officer
Recent News
2026-01-24
Morningstar.com
2026-01-24
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