Manager - Digital Contact Channels

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?



Caring is one of United's most important principles. And no one exemplifies that more than our Customer Contact Center team, who helps our customers with everything from booking and managing reservations, to questions about their travel, MileagePlus accounts, and so much more! Are you a people person? Do you get fulfillment from helping others? Then join a team that cares for our customers and makes a positive impact on their travel experience, every single day.



Key Responsibilities:

• Lead Automation (chatbot) strategy and roadmap
• Collaborate and align with cross functional leaders and program leads on - Conversation strategy and Design
• Assist in defining chatbot architecture and oversee development and roll-out of chatbots
• Support enablement of new digital servicing channels and entry points
• Support Competitive Research Initiatives in the fields of: Conversational AI Strategy, Messaging Channels Enhancement, Contact Channel Cloud Platforms, Natural Language Processing, Machine Learning, Data Science and more
• Support executive presentations

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
• 4-8+ years of related work experience
• Strategic thinking - understanding business goals and KPIs and being able to optimize chatbots to meet goals
• Analytical approach - reviewing chatbot usage, performance stats and transcripts and finding insights to drive improvements
• Customer-focused - good understanding of user experience and overall customer journey
• Strong Communication (written, verbal, presentation)
• Project Management Experience
• Some travel required
• Work schedule will generally be regular business hours, but there will be times that require working off hours to respond to issues and providing support for a 24/7 operation
• 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
• Master's degree in Engineering, Business Management, Computer Science
• Strong understanding of chatbot development platform used + strong technical understanding (or desire to learn) when dealing with more complex use cases

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

• • • Master's degree in Engineering, Business Management, Computer Science
    • Strong understanding of chatbot development platform used + strong technical understanding (or desire to learn) when dealing with more complex use cases

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 JobAccommodations@united.com to request accommodation.