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Description

There’s never been a more exciting time to join United Airlines. We’re on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live, and fly and we can only do that with a truly diverse and inclusive workforce. And we’re growing – in the years ahead, we’ll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy, and well-traveled. From employee-run "Business Resource Group" communities to world-class benefits like parental leave, 401k, and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?

The Principal, Loyalty Operations is responsible for leading operational initiatives and continuous improvement opportunities for the MileagePlus program. These activities include product ownership for technology to deliver member benefits (i.e., upgrades) and key functions of the program (accrual, redemption, enrollment, etc.). This requires partnering extensively with various collaborators, including Loyalty business teams, Contact Centers, Digital Technology, external vendors, and others to implement strategic initiatives and solve member experience problems. The insights gained will be used to provide recommendations for changes to programs and processes with a focus on improvement in customer experience and operational performance. This position will represent Loyalty Operations interests in division and enterprise initiatives and will also help handle applications owned by Loyalty.

Key Responsibilities:

• Product ownership of Upgrade Engine processing and functionality: Guide Loyalty and other operational or commercial teams to implement changes to Loyalty Premier benefits. Lead translation of business ideas to requirements and through design and implementation phases by fostering close partnerships with technology and channel teams such as United.com/Mobile App and agent-facing channels. Lead team with root cause analysis, problem solving and defect resolution.

• Loyalty projects and initiatives: Work with business and IT teams to deliver new products, processes, and services. Effectively communicate with all collaborators to create understanding of goals, tasks, and status. Work with loyalty business and front-line partners to coordinate communication and resource updates. Handle potential risk or issues related to the project by raising to leadership as necessary and coordinating resolution activities. Develop status reports for leadership.

• Enterprise initiatives: Act as SME on large enterprise projects driving decisions that support MileagePlus products & services. Ensure all collaborators understand MileagePlus product or program requirements.

• Loyalty product and program operational management: Continuously monitor the health of the MileagePlus program. Use operational expertise and knowledge to guide leadership decisions for new products & services or changes to existing products & services.

• Front Line and other Corporate Support divisional support: Build strategy for front-line engagement and support of our products. Work directly with front-line leadership and agent teams to execute on our strategy. Act as a mentor and field questions from agents’ groups.

United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table!

Qualifications

What’s needed to succeed (Minimum Qualifications):

• Bachelor's degree or 4 years of relevant work experience

• 4+ years’ experience in program or product management/ownership or other relevant experience

• Experience working cross-divisionally in project related environment

• Strong organizational skills with attention to detail

• Ability to analyze data to draw meaningful recommendations and conclusions

• Strong critical thinking and problem-solving skills

• Ability to shift priorities, demand, and timeline

• 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

What will help you propel from the pack (Preferred Qualifications):

• Master's degree

• 2+ years airline front-line/operational experience

• Experience collaborating with technology teams

United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status, and other protected status as required by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact [email protected] to request accommodation.