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Senior Manager of Customer Identity Operations
2 months ago
Connecting People. Uniting the World. At United Airlines, we are on an exciting journey to redefine the airline industry. As a global entity operating in numerous locations worldwide, we hold a unique responsibility to uplift and create opportunities in the communities we serve. Our ambition is to become the best airline in aviation history, and we are committed to ensuring that our Cybersecurity and Digital Risk (CDR) team leads the way in becoming the industry's benchmark for cyber safety.
Key Responsibilities:
The Senior Manager of Customer Identity Operations will oversee the operational facets of our Customer Identity and Access Management (CIAM) program. This role is crucial for ensuring the integrity and availability of our CIAM processes and technologies, with a strong emphasis on incident, change, and problem management in alignment with ITIL frameworks. The position will also provide leadership to our operational support team dedicated to these program platforms.
Core Duties Include:
- Contributing to the vision and roadmap of Identity and Access Management (IAM).
- Leading operational strategies for CIAM, focusing on enhancing operational efficiency and minimizing incidents while ensuring compliance with service level agreements (SLAs).
- Mentoring a team of operations specialists and engineers, while managing vendor relationships to meet and exceed contractual obligations.
- Engaging with partners and communicating effectively with CIAM leaders, IT teams, and business units to ensure seamless operational integration.
- Serving as the primary operations contact for CIAM, providing updates and communications to stakeholders at all levels.
- Establishing and monitoring key performance indicators (KPIs) for operational efficiency and incident management effectiveness.
- Reporting on metrics to drive clarity and continuous improvement across CIAM operations.
At United Airlines, we value diverse experiences and perspectives. We encourage all qualified individuals to apply, regardless of whether they meet every desired qualification. We are particularly interested in candidates who can bring fresh insights and contribute to our mission.
Qualifications:
Minimum Requirements:
- Bachelor's degree in a relevant field such as Science, Technology, Engineering, or Mathematics.
- 9+ years of experience in a STEM field, with at least 5 years in Identity and Access Management technologies and operational leadership.
- Experience with ITIL processes, particularly in incident, problem, and change management.
- In-depth knowledge of IAM technologies, controls, and best practices, including adaptive authentication and passwordless technologies.
- Understanding of IAM principles in a cloud-first environment and compliance with regulations such as PCI, SOX, and EU-GDPR.
- Proven ability to influence technology teams and foster a frictionless employee identity experience.
- Strong communication skills and the ability to establish relationships across all organizational levels.
Preferred Qualifications:
- Background in Cybersecurity, Risk Management, Computer Science, or Information Management.
- ITIL Certification, particularly at the Expert or Master level.
- Remote work options may be available.
United Airlines is an equal opportunity employer. We are committed to creating a diverse environment and are proud to be an equal opportunity employer. We welcome applicants from all backgrounds and walks of life.
