Job overview and responsibilities

The role of Manager - Digital Operations team is essential in enhancing our customer’s digital experience. As a Manager of Digital Insights, you will be tasked with generating high-quality, actionable insights that identify customer friction through success and errors. You will also build and sustain strong relationships with the Digital Operations Center (DOC) team and key stakeholders to support the areas we serve.

Data Analytics and ReportingLead the team to enhance customer experience and operational efficiency through accuracy and reliability of data collection, analysis, and instrumentation all to support customer critical flows on united.com and the United mobile appCreate and manage a suite of self-service real-time dashboards, ensuring they are accurate, consistent, and readily availableApply best practices in data visualization and reporting to improve user experience and the value of insightsCollaboration and Stakeholder PartnershipThis role will work with the business, product management, and development teams to better understand/maintain customer features and enhancements across critical flows, like Booking, Check-in, Pre-order meals and the likeWork collaboratively with teams across Digital Technology and other departments for alignment on data related to successes and errors that impact business KPIsCommunicate insights and recommendations effectively to DT leadership and other key stakeholdersLeadership and ManagementLead and guide a team of analysts and developersMentor and develop team members, providing guidance on technical skills, best practices, and career growth opportunitiesEstablish department and individual goalsAssess and recommend improvements to the organization structure, roles and responsibilitiesParticipate in future strategy, goals, objectives, and operational performanceCreate and maintain a high performance by interacting and mentoringTools and ArchitectureWork closely with the DOC team developers for continuous improvement towards a custom predictive real-time ingestion engine that support BI toolsManage the deployment and upkeep of Power BI workspaces and SQL scripts that convert error and success logs into actionable insightsEnsure seamless integration of BI solutions with current systems and data sourcesKeep abreast of industry developments, tools, and best practices in BI and data analyticsProcess ManagementDevelop and maintain the observability strategy for customer channels including instrumentation, monitoring response processesLead standardization around errors and governance for instrumentationOwn the intake and discovery process as it pertains to event and alert creation and project requestsPlan project staffing, forecast budget, and communicate progress to senior IT and Business leadership

Job overview and responsibilities

The role of Manager - Digital Operations team is essential in enhancing our customer’s digital experience. As a Manager of Digital Insights, you will be tasked with generating high-quality, actionable insights that identify customer friction through success and errors. You will also build and sustain strong relationships with the Digital Operations Center (DOC) team and key stakeholders to support the areas we serve.

Data Analytics and ReportingLead the team to enhance customer experience and operational efficiency through accuracy and reliability of data collection, analysis, and instrumentation all to support customer critical flows on united.com and the United mobile appCreate and manage a suite of self-service real-time dashboards, ensuring they are accurate, consistent, and readily availableApply best practices in data visualization and reporting to improve user experience and the value of insightsCollaboration and Stakeholder PartnershipThis role will work with the business, product management, and development teams to better understand/maintain customer features and enhancements across critical flows, like Booking, Check-in, Pre-order meals and the likeWork collaboratively with teams across Digital Technology and other departments for alignment on data related to successes and errors that impact business KPIsCommunicate insights and recommendations effectively to DT leadership and other key stakeholdersLeadership and ManagementLead and guide a team of analysts and developersMentor and develop team members, providing guidance on technical skills, best practices, and career growth opportunitiesEstablish department and individual goalsAssess and recommend improvements to the organization structure, roles and responsibilitiesParticipate in future strategy, goals, objectives, and operational performanceCreate and maintain a high performance by interacting and mentoringTools and ArchitectureWork closely with the DOC team developers for continuous improvement towards a custom predictive real-time ingestion engine that support BI toolsManage the deployment and upkeep of Power BI workspaces and SQL scripts that convert error and success logs into actionable insightsEnsure seamless integration of BI solutions with current systems and data sourcesKeep abreast of industry developments, tools, and best practices in BI and data analyticsProcess ManagementDevelop and maintain the observability strategy for customer channels including instrumentation, monitoring response processesLead standardization around errors and governance for instrumentationOwn the intake and discovery process as it pertains to event and alert creation and project requestsPlan project staffing, forecast budget, and communicate progress to senior IT and Business leadership

What’s needed to succeed (Minimum Qualifications):

Bachelors degree Quantitative discipline such as Computer Science, Mathematics, Statistics, Economics, Engineering, Operations Research, Business Administration, or a related field is preferred4 years of experience in data analyticsDemonstrated leadership skills with the ability to articulate a vision, inspire and support the team to achieve itStrong collaboration skills with cross-functional teamsExpertise in BI dashboard creation using tools like Power BI, Tableau, or Phyton tooling, to deliver insightful and visually appealing dashboardsAdvanced proficiency in SQL and data modelingAdept at aligning business needs with data and technology metrics to achieve organizational objectivesExcellent problem-solving abilities, leveraging data for decision-makingSuperior writing, communication, and presentation skillsSelf-motivated with the capability to manage multiple projects simultaneously and deliver resultsMust be legally authorized to work in the United States for any employer without sponsorshipSuccessful completion of interview required to meet job qualificationReliable, punctual attendance is an essential function of the position

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

Masters degree or Relevant certifications such as Google Data Analytics Professional Certificate, Power BI Data Analyst Associate, or AWS Certified Data AnalyticsExperience driving collaboration among teamsStrong understanding of JIRADigital retail experienceAirline or travel industry experienceProficiency in developing self-service dashboards with Power BI/TableauExperience with AWS services like Redshift, Athena, AuroraExposure to programming and data processing languages like Python, Spark RExperience working with Quantum Metric, Big Query, or Dynatrace

What’s needed to succeed (Minimum Qualifications):

Bachelors degree Quantitative discipline such as Computer Science, Mathematics, Statistics, Economics, Engineering, Operations Research, Business Administration, or a related field is preferred4 years of experience in data analyticsDemonstrated leadership skills with the ability to articulate a vision, inspire and support the team to achieve itStrong collaboration skills with cross-functional teamsExpertise in BI dashboard creation using tools like Power BI, Tableau, or Phyton tooling, to deliver insightful and visually appealing dashboardsAdvanced proficiency in SQL and data modelingAdept at aligning business needs with data and technology metrics to achieve organizational objectivesExcellent problem-solving abilities, leveraging data for decision-makingSuperior writing, communication, and presentation skillsSelf-motivated with the capability to manage multiple projects simultaneously and deliver resultsMust be legally authorized to work in the United States for any employer without sponsorshipSuccessful completion of interview required to meet job qualificationReliable, punctual attendance is an essential function of the position

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

Masters degree or Relevant certifications such as Google Data Analytics Professional Certificate, Power BI Data Analyst Associate, or AWS Certified Data AnalyticsExperience driving collaboration among teamsStrong understanding of JIRADigital retail experienceAirline or travel industry experienceProficiency in developing self-service dashboards with Power BI/TableauExperience with AWS services like Redshift, Athena, AuroraExposure to programming and data processing languages like Python, Spark RExperience working with Quantum Metric, Big Query, or Dynatrace