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United Airlines Manager - Digital Reliability & Accessibility 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

Seeking a Digital Reliability and Accessibility Testing Manager to join us at our Digital Delivery Center with primary focus on our digital customer experience to improve the usability and quality of our digital channels. As a Digital Reliability manger, you will plan, manage and report on all aspects of UAT/usability testing across our digital channels such as web, mobile and Kiosk. Coordinate all activities and dependencies of UAT in an agile way to ensure the successful acceptance by the business owners. In addition, you will ensure the compliance of United’s accessibility by assisting in assessing the current state; crafting a proposed strategy; and executing, monitoring, and administering relevant policies, procedures, and laws. You will influence, drive, socialize, and govern United’s accessibility strategy across stakeholders who strive to deliver inclusive products across digital platforms.

  • Develop, drive, socialize, and continuously improve the UAT and accessibility strategy

  • Craft and roll out scalable processes to support compliance with established standards

  • Identify and collaborate with various stakeholders to create and maintain workflow guidelines for all aspects of UAT and accessibility

  • Provide training to staff to ensure they understand the importance of accessibility and ways to incorporate in delivery lifecycle

  • Create and implement accessibility workflows in an agile way

  • Support involved cross-functional teams to anticipate and provide compelling information to make tradeoffs and balance the business and technical needs

  • Utilize clearly defined standards, methods, and procedures for inspecting, testing, and evaluating the usability of products with assistive technologies and collaborate with engineers to identify, reproduce, prioritize, and document defects

  • Communicating the risks, issues and test status reports and tracking the test metrics

  • provide go-live readiness; does the product meet the needs of our users; is the product reliable and dependable

  • proactive research to provide actionable insights that drive future design improvements or functional issues


  • Bachelor’s in publishing or compliance-related focus, computer science, human factors engineering, UX/ UI educational backgrounds

  • Deep knowledge of WCAG 2.0 and Section 508 as well as a good understanding of accessibility and usability for disabled people is an absolute MUST for this role.

  • +5 years of relevant work experience

  • In-depth knowledge of accessibility-related guidelines and standards including ADA, WCAG, ADAAG, AODA, DDA, European Accessibility Act, and ARIA implementation

  • Experience with devices and building accessible web products

  • Previous web/mobile development experience for public facing pages

  • Project management skills, strong problem-solving skills to recommend solutions, ability to roll out large-scale projects

  • Excellent and effective communication skills; ability to interact with stakeholders from all levels of a complex organization

  • Ability to build relationships and influence stakeholders

  • Familiarity working with design and front end teams building web, mobile, and touch experiences

  • Experience in mentoring and leading a team of 5+ SME’s

  • Must have worked in an Agile environment with multiple scrum teams with ability to comprehend user stories and business impact of the same

  • Collaborative attitude with the ability to quickly adapt to changes

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

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

Division: 47 Technology/IT

Function: Information Technology

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled