Director- Customer Technology Initiatives & Reliability

United Airlines•Chicago, IL

1d•Hybrid

About The Position

The Director – Customer Technology Initiatives & Reliability leads digital observability and reliability measurement for the airline’s highest‑traffic customer channels: united.com, the Mobile App, and Inflight Connectivity/Entertainment, supporting more than 3 million customers each day. This role integrates and communicates the cross‑functional reliability roadmap, ensuring stakeholders have clear visibility to priorities, delivery timelines, and operational readiness. Leveraging analytics and experience/performance telemetry, the Director monitors the end‑to‑end health of customer channels and drives measurable improvements in availability, stability, and customer experience. As the primary point of escalation for customer feedback, customer-impacting incidents, and digital performance measurement, this leader connects insights from Digital Operations, frontline teams, and customer escalations to the product and engineering teams that must prioritize and resolve customer pain points. In addition, this role serves as an executive leader on the Vice President’s staff, driving the team’s highest‑priority initiatives and operating rhythms, translating strategic direction into actionable plans, coordinating across functions, and ensuring disciplined execution and follow‑through. Success in this role requires strong relationships with both senior and operating leaders, the ability to enable execution in a large scaled agile environment, and leadership of a 24x7 observability team focused on transparency, rapid detection, and continuous improvement.

Requirements

Bachelor’s degree; Information technology, Business Management, Computer Science or related field
8+ years of relevant experience
5+ years of management experience in an IT or leadership related role
Strong oral and written communication skills, ability to draft presentations for executive leadership
Strong project organization/ execution & delivery skills required
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

Nice To Haves

Master’s degree preferred

Responsibilities

Lead efforts to work seamlessly with all customer technology teams to maintain a reliability product roadmap that effectively communicates the priorities being implemented by each functional team
Stay abreast of business strategy, goals, objectives, and operational performance, and be a strong influencer to drive speed and quality in the customer digital technology team through a data driven approach
Own end to end observability for customer channels, including telemetry strategy, dashboards, alerting, and operational health reporting
Lead a 24x7 observability function and partner with Engineering and Digital Operations to improve availability, performance, and resilience through reliability practices, continuous improvement, and prevention of repeat incidents
Work across Digital Technology enterprise teams to intake enterprise initiatives for Compliance, Cyber Security, Infrastructure, Reliability and Risk teams and lead these enterprise initiatives in working across customer technology teams to implement priorities and track completion to the enterprise goals of the program
Lead the cross-functional organization responsible for delivering customer products in the exercise of defining the United and Customer value proposition and ensure that measures for key performance metrics are integrated into every business case and actuals are measured in every release
Lead the effort associated to working with communications partners to synthesize the United digital experience to our customers through various external communication mediums
Empower, coach, and develop team members
Establish department and individual’s goals including performance reviews and career and performance plans
Responsible for developing and maintaining an overall sourcing plan which includes creative sourcing options and alternatives to ensure supply capacities meet work demand, role and skills required and cost objectives
Assess and recommend improvements to the organization structure, roles, and responsibilities
Executive operating cadence & people leadership: As a leader on the VP’s staff, drive the operating cadence for priority initiatives (planning rhythms, executive reviews, decision logs, follow through, and cross functional alignment)
Empower, coach, and develop team members; set goals and performance plans; and maintain a sourcing/capacity plan to meet demand, role/skill needs, and cost objectives