Senior Manager - Enterprise Identity & Access Management Ops (Remote)

United Airlines•Chicago, IL

5d•$140,600 - $183,108•Remote

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 Senior Manager– Enterprise Identity and Access Management Operations is a technical leader responsible for implementing transformative capabilities for our workforce and enterprise Identity and Access Management (IAM). Engages with many teams across the airline implement a best-in-class identity solutions that secure, improve and enrich our employee experience and digital assets. The Sr. Manager of Identity and Access Management has primary responsibility for the management and operation of United’s IAM processes and tools.

Requirements

Bachelor's degree
Cybersecurity, Risk Management, Computer Science
5 years in Identity and Access Management technologies, processes, and capabilities and including at least 3 years of leadership experience leading and coaching teams/people to their highest potential
Developed/executed roadmaps Identity and Access Management (IAM) capabilities and led cross-functional execution to drive initiatives to completion
Deep understanding of IAM technologies, controls, and best practices (LDAP, directories, certificates, SAML/OAUTH, MFA, Entra, Adaptive Authentication, PKI, IGA, and MDM)
Working knowledge of IAM principles in cloud first environment
Understanding of PCI, SOX, HIPAA, EU-GDPR regulations and for IAM
Know how to influence technology teams to deliver a frictionless employee identity experience
Experience influencing teams and stakeholders without direct authority over them
Coached individuals & leaders at multiple levels able to demonstrate tangible results
Achieved objectives by contributing information and recommendations to strategic plans, identifying trends and driving changes
Built relationships with stakeholders across all levels and departments
Excellent communication skills at all levels of organization
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
9+ years of experience in STEM field

Responsibilities

Owns end-to-end IAM service health, availability, and operational performance.
Establishes and governs operational runbooks, support processes, escalation procedures, and incident management.
Drives SLA/SLO achievement, queue management, and service quality metrics.
Ensures stable delivery of workforce, privileged, machine, and non-human identity services
Defines operational KPIs and dashboards.
Uses data to drive decisions and improvements.
Monitors ticket volumes, SLA attainment, system availability, onboarding throughput, certification completion, and operational risk indicators.
Produces executive-ready operational reporting.
Oversees supplier performance and managed-service providers.
Holds vendors accountable for contractual obligations, service levels, quality, and documentation.
Ensures clear ownership between internal teams and external providers.
Drives continuous service improvement through performance reviews and governance forums.
Leads operational response and recovery efforts.
Ensures appropriate escalation paths and executive communications.
Performs root-cause analysis and drives corrective actions.
Balances operational resilience with cybersecurity risk reduction.
Ensures IAM controls are operating effectively and consistently.
Maintains audit evidence and supports regulatory examinations.
Enforces identity standards, policies, and operational procedures.
Partners with Risk, Audit, and Compliance functions to address findings and control gaps.
Successfully collaborates with Security Operations, Infrastructure & Cloud Teams, Application Owners, Service Desk, HR and Workforce Administration, Architecture & Engineering Teams, Risk and Compliance Organizations.
Identifies automation opportunities to reduce manual effort.
Improves provisioning, de-provisioning, certification, and access request processes.
Drives operational efficiency, standardization, and scalability.
Champions a product-oriented operating model for IAM services.
Contribute to and execute the Identity and Access Management (IAM) vision and roadmap
Execute IAM program management, governance, and lead technical teams to ensure alignment with strategy and vision
The aim is to determine accurate system access across multiple platforms
Ensure IAM solutions are meeting security and business objectives and outcomes by establishing metrics that lead to actions for improvement
Continuously improve and innovate our IAM capabilities to drive value, enhance our employee experience and secure our digital assets
Support with the multi-factor authentication process to improve employee experience with various United systems