Senior Engagement Manager - Transformation & Process Optimization

United Airlines•Chicago, IL

5d•$140,600 - $183,108•Onsite

About The Position

United's Digital Technology team is comprised of many talented 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. The Analytics and Innovation (Ai) team at United Airlines works to innovate, transform, and solve complex business problems resulting in significant and measurable enterprise impact through the application of deep cross-functional business expertise and advanced analytics. We work with business and technology partners across the enterprise (e.g. Airport Operations, Contact Centers, Network Planning, Revenue Management, Digital Products, Human Resources, etc.) to influence strategic decisions, enterprise strategy, business process, and to help connect the dots. The Senior Engagement Manager, Transformation & Process Optimization leads the scoping, prioritization, and resourcing of large-scale initiatives that strengthen operational performance, customer experience, and enterprise value across the airline. This role provides people leadership, strategic thought partnership, and disciplined execution while ensuring alignment with enterprise priorities, driving cross-functional alignment and sustainable change. The Senior Engagement Manager builds continuous improvement capability by coaching and developing talent within the team and across the organization, fostering a culture grounded in accountability, problem-solving, and operational excellence. They oversee a team that applies Lean Six Sigma and other process methodologies, program management, change management, time-and-motion studies, statistical analysis, and model development and validation to deliver measurable, sustainable results. Through strong executive presence and close collaboration with senior leaders, business-owner thinking, and disciplined prioritization, the role ensures the organization delivers measurable, long-term improvements for the company.

Requirements

Bachelor’s degree
4+ years of experience in Industrial Engineering or a related business vertical
Demonstrated success leading complex cross-functional initiatives with measurable results
Strong executive presence with outstanding communication, facilitation, and interpersonal skills
Experience coaching and developing teams
Ability to influence senior leaders and navigate conflict with diplomacy and professionalism
Advanced problem-solving, analytical, and strategic-thinking skills
Proven ability to lead effectively through ambiguity, organizational change, and shifting business priorities
Skilled at building strong, trust-based relationships and collaborating across all levels of the organization, from frontline teams to senior executives
Exceptional communication and presentation skills, with the ability to convey complex ideas clearly and compellingly to diverse audiences
Must be legally authorized to work in the United States for any employer without sponsorship or future sponsorship for a full/part-time position
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 in Engineering, Technology, or Business Administration
1+ years GB and BB training experience
5 years of experience in industry with Lean or Six Sigma
3+ years of work experience using statistical analysis
3+ years of diverse CI portfolio implementation
Previous airline business experience
1+ years experience in people management

Responsibilities

Partner with Director to define and execute strategy for the Transformation & Process Optimization organization
Serve as a trusted advisor and thought partner to senior leaders across operational, commercial, and customer-facing functions
Lead cross-functional transformation programs that drive service, quality, efficiency, and cost improvements
Apply structured problem-solving and Lean Six Sigma methodologies to deliver sustainable results
Partner with Digital Technology and AI teams to integrate process improvement, data, and technology solutions
Mentor team members on leadership / influential leadership, communication, stakeholder management, and technical CI skills
Provide timely, actionable performance feedback and support career development plans
Lead the change management in delivery of key initiatives
Navigate complex environments, effectively managing conflict, competing priorities, and cross-functional dependencies
Build strong, trust-based relationships with leaders and teams at all levels of the organization
Influence without authority to drive alignment, adoption, and change across diverse business functions
Manage team resource planning, workload allocation, and project prioritization to ensure delivery excellence
Recommend staffing strategies and manage resource constraints in alignment with enterprise priorities
Monitor performance metrics and ensure initiatives deliver clear, quantifiable business outcomes
Demonstrate a business-owner mindset – balancing strategic thinking with value creation
Apply analytical rigor and process optimization to solve critical business problems
Ensure consistent application of CI and project management standards, tools, and governance practices
Establish routines for project tracking, risk mitigation, and executive reporting
Support the Director in preparing executive-level updates, portfolio reviews, and strategic communications
Champion the adoption of Continuous Improvement principles across the airline
Identify organizational capability gaps and develop training, tools, and frameworks to build enterprise-wide Continuous Improvement maturity
Foster a culture that embraces innovation, using data to solve problems, experimentation, and the pursuit of operational excellence