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United Airlines Director IT Customer Solutions and Recovery Operations in Chicago, Illinois

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The United IT team designs, develops and maintains massively scaling technology solutions that are brought to life with innovative architectures, data analytics and digital solutions.

Job overview and responsibilities

The primary purpose of the Director IT Customer Solutions & Recovery Operations position is to lead a team in the development, implementation and maintenance of the technology roadmap that supports our teams focused on real-time customer solutions, IRROPS management and recovery operations. It is critical that this role establish and maintain strong business relationships with both senior and operating level business leaders and be the key interface point of contact with the business. This role is accountable for the strategy, evaluation and implementation of technology enablers which support the business objectives of these operating teams.


  • Establish and maintain strong business relationships with both senior and operating level business leaders

  • Understand and provide recommendations for improvement of Business Processes by leveraging existing IT capabilities, identifying improvements to existing IT capabilities and define new strategic IT capabilities

  • Stay abreast of business of business strategy, goals, objectives and operational performance

  • Be a thought leader i.e. engaged with Business Owners/Business Process Development

  • Act as the point of contact and facilitate the work request demand and prioritization process

  • Responsible for escalating, assisting and follow-through on resolution of issues related to delivery of technology solutions

  • Engage and ensure effective delivery of business deliverables and tasks with business partners for delivery of technology


  • Accountable for gaining and maintaining alignment of delivery success criteria with business partners

  • Accountable for effective project management and delivery of projects within committed budget, schedule and quality for individual projects while also meeting overall department performance goals

  • Accountable for identifying needs, securing commitments and monitoring progress of deliverables from internal and external service provider teams

  • Provide cost estimates and business case updates

  • Accountable for ensuring technology solutions comply with architectural standards

  • Responsible for communication of progress to senior IT and Business leadership

  • Responsible for organizing and maintaining performance of any application issues in accordance with agreed SLA

  • Ensures projects/programs are completed within the committed time and budget and are integrated with other software applications.

IT Process Management:

  • Accountable for administrative management of 10-20 IT professionals

  • Define, prioritize, allocate resources, track and provide status reporting of work assignments, projects, programs

  • Budget and cost management for the projects/programs

  • Ensure IT application development process disciplines (solution delivery, project management, work requests, QA, etc.) and standards are established, effectively managed and performed.

  • Provide information and periodic updates to support overall IT performance metrics, monthly project status reporting and quarterly resource planning review.

  • Ability to manage a portfolio of applications

  • Ability to manage multiple business partners and business objectives independently while still connecting the dots to a broader strategy and vision


  • Provide leadership by establishing department and individuals goals

  • Responsible for assessing and recommending improvements to the organization structure, roles and responsibilities

  • Responsible for department and individual performance assessments and improvement plans.

  • Responsible for coaching, counseling, assisting employees to develop individual career development and training plans.

  • Motivating and rewarding individuals such that they meet their highest potential


  • Bachelor’s degree in Computer Science, Engineering or Business Administration.

  • Strong leadership skills in leading large technical teams

  • 10-15 Years of Information Technology experience

  • Strong leadership skills in leading large technical teams

  • Strong communications skills to all levels in the organization

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

  • Successful completion of interview required to meet job qualification

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


  • Master’s degree a plus.

  • Must have demonstrated understanding of performance management, business consulting, project management and applicable technology

  • Demonstrated track record of project delivery using various methods of project management lifecycle

  • Experience in application development, multiple major project delivering of med-large scale projects/programs.

  • Experience required in multiple technical platforms, operating systems, databases and development languages including but not limited to web, mainframe, Unix and Client Server.

  • Must have worked within a multi-disciplined, cross-functional technical organization with matrixes reporting relationship.

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT

Division: 47 Technology/IT

Function: Information Technology

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled