United Airlines Senior Program Manager - Information Technology in Chicago, Illinois

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Department overview

Crew Operations team is looking for an effective program manager to manage multiple projects for multi-year multi-phase Crew Systems Modernization Program. The role of the Program Manager is crucial in managing, negotiating, and delivering multiple IT project or programs, from inception to implementation and support transition, which will implement highly visible, enterprise-wide strategic objectives. Responsibilities include reporting project/program progress; identifying and resolving all issues including budget, scope changes, and quality; while achieving successful project/program completion, on-time and within budget. The Program Manager will also manage communications and expectations of clients, sponsors, users, teams, contractors, external partners and the Enterprise, ensuring project adherence to established IT project methodologies and standards. The Program Manager is a highly experienced and strategic thinking leader, and has full decision-making authority. He/she is self- sufficient, requires no direct supervision, and mentors/coaches others.

Job overview and responsibilities

  • Responsible for definition and management of multiple large, visible projects of high complexity, high priority, and high risk or a large, complex program with high visibility, priority and high risk.

  • Assist United IT and Business management in identifying the proper scope for future projects

  • Oversee the project team(s) as the requirements are defined and the design identified.

  • Track, manage, and clear roadblocks to the original plan as necessary to ensure success.

  • Escalate and resolve problems as necessary to ensure awareness and assistance with resolution.

  • Communicate the requirements, solution design, estimates, and identified risks to project sponsors for their awareness and approval.

  • Lead internal and external negotiations involved in managing all requested changes to the project.

  • Motivate and manage project efforts of team members, resolve conflicts, and provide performance feedback to IT managers and directors.

  • Provide regular status reports to stakeholders, sponsors, the enterprise, and others involved in the project.

  • Ensure project team’s adherence to established IDF (SDLC) project methodologies and standards. Perform audits as necessary.

  • Ensure project team’s adherence to established IDF (SDLC) project methodologies and standards. Perform audits as necessary.

  • Provide Portfolio level budget planning, tracking and reporting.

  • Responsible for mentoring Project Managers

  • Keep abreast of industry trends through benchmarking, participation in professional associations etc. in order to apply latest developments to IT, the customer, etc.


  • Bachelor's Degree, preferably in a technical or scientific field, plus at least 10 years of broad-based experience in an IT, project based environment, or any equivalent combination of experience, education, and/or training.

  • Technical Credibility - Is seen as a thought leader on technical issues, stays ahead of technical developments in field; knows what new technologies will help the business.

  • Communication Skills - Strong technical and non-technical communication skills. Fosters open communication by encouraging the expression of ideas and opinions. Assures smooth flowing, timely transmission of critical information. Oral and written communication is well organized, clear, accurate, grammatically correct, and is adapted for the target audience. Listens to others without interrupting. Seeks clarification and confirms shared understanding when communicating.

  • Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind. Establishes and maintains effective relationships with customers and gains their trust and respect.

  • Integrity and Trust - Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn't represent him/herself for personal gain

  • Motivating Others - Creates a climate in which people want to do their best; can motivate many kinds of direct reports and team/project members; can assess each person's hot button and use it to get the best out of him/her; pushes tasks and decisions down; empowers others; invites input from each person and shares ownership and visibility.

  • Personal Accountability - Clearly accepts responsibility for tasks, decisions and actions of self and staff. Is excellent at honest analysis. Doesn’t shirk personal responsibility. Answers to customers and colleagues for all aspects of project; sets objectives and goals and measures performance against them

  • Priority Setting - Spends his/her time and the time of others on what's important; quickly zeroes in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal.

  • Perseverance - Pursues everything with energy, drive and a need to finish; seldom gives up before finishing, especially in the face of resistance or setback.

  • Shows Work Commitment - Gets results despite a large workload, shows a sense of urgency to complete work by self and direct reports, will do what it takes to complete challenges, takes initiative to overcome roadblocks.

  • Strategic Agility - Sees ahead clearly; can anticipate future consequences and trends accurately; has broad Company and Industry knowledge and perspective

  • 10 years of broad-based experience in an IT, project based environment, or any equivalent combination of experience, education, and/or training.

  • Must be legally authorized to work in the United States for any employer without sponsorship

  • Successful completion of interview required to meet job qualifications

  • Reliable, punctual attendance is an essential function of the position

  • include everything under Other


  • Certification in project management (PMP)

  • Software development experience a plus

  • Experience with distributed modern technology preferred

  • The ideal candidate will have some additional preferred qualifications or skills including: advanced project management techniques, application/system development, project/program deployment, requirements analysis & management, quality assurance, and previous airline industry experience

  • Demonstrated history of successful project delivery.

Division: 47 Technology/IT

Function: Information Technology