Sr Manager - Customer Care Technology

United Airlines•Chicago, IL

About The Position

The Senior Manager - Customer Care Technologies position will lead a development team in the continued design and development of a modern, cloud-based contact center platform. This position will collaborate cross functionally with our business partners and other technology teams to design, develop and integrate user interfaces and services that meets the business needs. This position will have a focus on rapid agile development, leading highly efficient development teams, and developing the architecture and development roadmap for the most critical contact center tool. You will be responsible for one of the major customer channels at United and enabling our agents through modern and scalable technology and delivery methodologies.

Requirements

Bachelor’s degree
Computer Science, Information Technology, Business, or related field preferred
7+ years’ experience with focus on leading solution development & delivery across technology environments.
Experience managing large scale cross-functional teams or complex initiatives with demonstrated ability to influence senior management and key stakeholders.
Knowledge of AWS based microservices architecture and backend development
Expertise managing platforms in production, ensuring high availability, resiliency, compliance and alignment to enterprise operational mandates.
Proven track record in leading SDLC processes, quality engineering, release management and production support disciplines with modern engineering organizations.
Agile development environment with 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

Nice To Haves

Expertise implementing case management solutions within a contact center, service or sales environment
Knowledge or experience with CRM solutions like Salesforce, Microsoft Dynamics, or comparable CEM platforms.
Airline industry experience

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
Engage 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
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
Delivery Management - Develop project plans, timelines, and budgets and manage them throughout the project lifecycle
Technology Lifecycle Management - Ensure platforms adhere to enterprise information security and risk mandates, resolve & remediate out of compliance technologies
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