Senior Manager

3 weeks ago


Chicago, Illinois, United States United Airlines Full time
Job Summary

United Airlines is seeking a highly skilled Senior Manager - IT Digital Service to lead the development of our Conversation AI & Gen AI based customer self-service voice & digital self-service platform. This role will collaborate with business partners and technology teams to design, develop, and integrate digital/chat and voice bots that meet business needs.

Key Responsibilities:

  • Supervise the development and delivery of customer-facing digital & voice bots driving a progressive self-service experience for our customers.
  • Accountable for delivering projects within scope, schedule, and budget, as well as managing collaborator expectations.
  • Responsible for continuous improvement initiatives – standard methodology, scalable architecture, code quality, automation, security.
  • Coach & guide developers and business users to design, develop, and integrate customer-facing solutions integrated with back-end services that meet business needs.
  • Identify areas for process improvement and implement changes to improve efficiency and effectiveness.
  • Must be adaptable to changing designs and to adding performance enhancements.
  • Extensive experience in coding standards, code quality tools, development methodologies.
  • Development Tools & Architecture.
  • Ensure that software development projects are completed on time, within scope, and within budget.
  • Provide technical guidance and mentorship to team.
  • Manage project risks and issues, and develop contingency plans to mitigate them.

Leadership:

  • Develop project plans, timelines, and budgets and manage them throughout the project lifecycle.
  • Connect with partners to manage expectations and ensure alignment with project goals.
  • Accountable for administrative management of 5-10 IT professionals, either as direct reports or sourced – HR administration, Time Reporting, etc.
  • Provide leadership by establishing department and individual's goals.
  • Responsible for assessing and recommending improvements to the organization structure, roles, and responsibilities.

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