Lead Manager of Customer Operations

2 weeks ago


Evergreen Park, Illinois, United States United Airlines Full time

Empowering Connections. Transforming the Aviation Experience.

At United Airlines, we are at the forefront of the aviation industry, dedicated to enhancing the travel experience for millions of customers worldwide. Our mission is to establish a secure and efficient environment for customer interactions, ensuring their information is protected while we strive to become the premier airline in cybersecurity.

Role Overview:

The Lead Manager of Customer Identity and Access Management Operations will oversee the operational framework of our Customer Identity and Access Management (CIAM) initiatives. This pivotal role is crucial for sustaining the reliability and accessibility of our CIAM systems, with a focus on incident, change, and problem management aligned with ITIL methodologies.

Key Responsibilities:

  • Provide operational leadership for CIAM, developing and executing strategies to enhance program efficiency and minimize incidents.
  • Mentor and guide a team of operations specialists and engineers, ensuring effective management of vendor relationships and service delivery.
  • Collaborate with CIAM leaders, IT departments, and business units to ensure seamless operational integration.
  • Serve as the primary operations liaison for CIAM, delivering updates and communications to stakeholders at all levels.
  • Establish and monitor key performance indicators (KPIs) to assess operational effectiveness and incident management.
  • Report on performance metrics to drive continuous improvement across CIAM operations.

Qualifications:

Minimum Requirements:

  • Bachelor's degree in a relevant field.
  • Over 9 years of experience in a STEM discipline, with at least 5 years in Identity and Access Management technologies and operational leadership.
  • Proficient in ITIL processes, particularly incident, problem, and change management.
  • In-depth knowledge of IAM technologies and best practices, including adaptive authentication and passwordless solutions.
  • Understanding of regulatory frameworks such as PCI, SOX, and EU-GDPR as they pertain to IAM.
  • Exceptional communication skills and the ability to influence cross-functional teams.

Preferred Qualifications:

  • Experience in Cybersecurity and Risk Management.
  • ITIL Certification, especially at the Expert or Master level.
  • Familiarity with cloud-first IAM principles.

United Airlines values diverse experiences and perspectives, and we encourage all qualified individuals to consider this opportunity. Join us in our commitment to excellence and innovation in the aviation industry.



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