Product Owner - Information Technology

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?



We believe that inclusion propels innovation and is the foundation of all that we do. United's Digital Technology team spans the globe and is made up of diverse individuals all working together with cutting-edge technology to build the best airline in the history of aviation. Our team designs, develops and maintains massively scaling technology solutions brought to life with innovative architectures, data analytics, and digital solutions.



Key Responsibilities:

*Please note that this is a hybrid position and requires to be in office 2-3 days per week in Chicago or Houston.



The Product Owner - DT Airport Operations Customer Experience supervises the strategic and operational technology for Premium Services and airport lounges. The Product Owner plans and delivers on new solutions which improve the customer experience and operations. Develops strategies for functionality based on full understanding of specific business functions - considering all the associated business and technical dependencies involved. Excellent communicator with outstanding collaboration skills to collect feedback from frontline staff, prioritize business needs, and coordinate technology development in a dynamic and demanding environment. Drives agile development and testing teams by creating detailed requirements in the form of user stories and setting clear expectations from inception to delivery. Owns deadlines and removes roadblocks to deliver on-time and within budget. High-level knowledge of the system architecture to facilitate discussions needed for systematic updates to deliver product value. Possesses deep knowledge of product management, human-centered design, modern software development, and industrial engineering techniques to optimize use of the technology by global operations teams. Continually evaluates the product and delivery model with standard processes from leading brands.



Travel: At least 20% to visit existing UA clubs or support new openings, establish relationships, and identify new opportunities by talking to staff and customers. Regular visits to Willis HQ and testing labs in Chicago on an as-needed basis.

• Defines the vision and strategic direction for DT services and solutions within Premium Services and Airport Lounges. Clearly outlines a short-term and long-term roadmap with alignment across Commercial, Operations, Technology, Finance, and Procurement.
• Finds opportunities for improvement across product, process and team. Analyzes data to ensure features are aligned with product goals/objectives and delivering the most business value. Gathers and prioritizes requirements from business collaborators, customers, and frontline alike to enhance the lounge experience
• Spends time at airports conducting on-site observations and evaluations of our products to identify solutions to increase efficiency, generate revenue, and improve customer and agent experiences.
• Supports the airport team in deployments, testing, and solving issues. Facilitates training and provides clear documentation for airport teams to be successful with the provided solutions.
• Stays on top of emerging technologies and trends that could impact or benefit lounge operations and customer experience. Uses data and consumer research to advise strategic direction and build cases for new development. Influences business by storytelling with excellent verbal updates and visual presentations.
• Works with business collaborators to ensure that business requirements are translated into accurate, actionable user stories. Works with User Experience (UX) analysts to ensure prototypes convey story intent. Works with vendors, developers, and QA to understand the boundaries of any given story. Manages a story backlog to ensure readiness of user stories for the upcoming sprint and creates acceptance criteria that is clear, concise, and actionable. Provide project support during release and implementation periods.
• Supervises the entire product delivery lifecycle. Ensures that we follow a delivery model that adheres to standard processes and incorporates service design, usability, delivery, transition, and support. Defines specific roles within the delivery process to ensure accountability and clarity in execution.
• Provides administration of software and reporting to configure changes and track effectiveness towards the goals. Track revenue generation and customer experience of solutions to prove benefits from recent releases. Identify quick wins to enhance existing implementations by managing scope and identifying proper technology partners to improve return on investment. Improve operations and drive cost-effective changes that still deliver on the brand experience for personalized service.

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 in Computer Science, Business, Engineering, or relevant field is required
• 4-5 years product or customer experience management required
• Product Management of a customer-facing software solution
• Modern software development processes, standards, and delivery model
• Agile & Scrum knowledge
• Writing Business/System requirements and user stories and managing a product backlog
• Competitive Benchmarking

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

• 2-3 years of customer facing software development experience
• 2-3 years in business analyst, operations, or continuous improvement experience
• Prior Experience in Airport Operations and an understanding of how United Operations work
• Prior Experience in Hospitality and providing premium experiences to customers
• Jira, Confluence, Figma, ServiceNow, Miro or related product management tools

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.