Senior Manager Ops Product Delivery

United Airlines•Arlington Heights, IL

5d•$127,870 - $166,492

About The Position

The Senior Manager, Ops Product Delivery leads a team of change and delivery professionals responsible for designing, delivering, and driving adoption of new products and processes across the Air Operations and Finance organization. The role owns the change management portfolio for a defined set of enterprise and departmental initiatives, setting strategy, sequencing work against operational capacity, and ensuring measurable adoption outcomes and consistent change management practices. The Senior Manager translates senior leader intent into an executable change agenda and partners with officers, project sponsors, and cross-functional leaders to align initiative scope, secure resources, resolve competing priorities, and make trade-offs as operational conditions change. The role combines change management methodology with process optimization and continuous improvement to support internal customers across Flight Operations, Inflight, Technical Operations, and Finance. The position raises organizational capability through standards, playbooks, tools, and development of a change champion network. It establishes governance, measurement frameworks, and reinforcement mechanisms to sustain adoption after go-live, and regularly reports portfolio health, adoption metrics, and risks to senior leadership. Work is informed by data analysis, employee feedback, and leader input.

Requirements

Bachelor's degree or 4 years of relevant work experience.
5+ years of related experience.
Knowledge or background in Change Management, Business Acumen, Operations Management, Industrial Engineering, Organizational Development, or a related field.
Ability to lead, coach, and develop professionals, set clear performance expectations, and hold others accountable for outcomes.
Ability to influence and advise senior leaders and officers, navigate resistance, and deliver difficult messages credibly.
Knowledge of end-to-end change management methodology, including stakeholder analysis, impact assessment, readiness, reinforcement, and sustainment.
Strong analytical and problem-solving skills, including data-driven decision-making and portfolio prioritization.
Excellent communication, facilitation, and stakeholder management abilities across frontline, management, and officer audiences.
Ability to balance strategic thinking with hands-on execution and adapt between the two as operational conditions change.
Adaptability and resilience in leading teams and business partners through ambiguity and sustained change.

Nice To Haves

Master's degree.
MBA or a master's degree in Organizational Development or Industrial Engineering.
Direct people leadership experience in a matrixed or multi-site operating environment; airline or other 24/7 operations experience.
PROSCI or equivalent Change Management certification.
Six Sigma Green Belt.
Black Belt or Master Black Belt.
Deep understanding of Lean/Six Sigma methodologies and tools.
Proficiency in project management and performance tracking tools such as Power BI, Minitab, Smartsheet, or Asana.

Responsibilities

Own the change management strategy and delivery roadmap for a portfolio of enterprise and departmental initiatives, sequencing work against operational capacity and business priorities.
Lead, coach, and develop an internal or contractor team, including hiring, performance management, workload balancing, and capability building.
Serve as a change partner to officers, project sponsors, and cross-functional leaders, securing alignment and resolving competing priorities and resistance.
Establish portfolio project structure, governance, and escalation paths; review the impact assessments, stakeholder analyses, and readiness evaluations produced by the team.
Help define change management KPIs and measurement frameworks, and report adoption, sustainment, and change effectiveness to senior leadership.
Direct process optimization initiatives across multiple business functions to streamline workflows, eliminate inefficiency, and improve organizational output quality.
Set standards, playbooks, and tools for change and continuous improvement practices, including oversight of communication and training plans and the change champion network.
Establish reinforcement mechanisms that sustain adoption after go-live and report portfolio health, adoption metrics, and risks to senior leadership on a recurring basis.