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United Airlines Senior Manager - Airport Experience in Chicago, Illinois

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Global Operations, Strategy, Planning & Design

One of United’s newest departments, GOSPD handles premium services, ground experience, program management, customer analytics and insights, customer service innovation, and more.

Job overview and responsibilities

The Senior Manager of Airport Experience will drive the successful implementation of all Airport Experience initiatives as part of the larger Customer Transformation work being managed in Global Operations. These initiatives span service, process, technology, and infrastructure improvements supporting a better customer experience in the airport. The Senior Manager will be responsible for working cross-functionally to ensure all efforts remain on track and coordinate the prioritization of projects and new initiatives in the Airport Operations space.

  • Stakeholder alignment and management to ensure successful implementation of airport experience initiatives

  • Leadership updates and executive level presentations to keep sponsors informed of progress

  • Assisting with implementation and change management efforts to ensure successful roll-out of initiatives at airports

  • Delegate to and manage team members to ensure efficient deployment of resources and professional development of direct reports

  • Serve as a point of contact for Airport Operations and prioritize new initiatives coming from both the operating group and emerging from customer feedback (CSAT & NPS)

  • Ensure accurate tracking and reporting of initiative milestones and spend against budget


  • Airline experience (5 years)

  • BS/BA degree

  • Airport Operations, project management principles, budgeting and reporting financial spend

  • Strategic planning and decision making

  • Ability to work with cross functional groups

  • Strong relationship building and problem resolution skills

  • Ability to motivate, drive vision and provide leadership

  • Ability to lead stakeholders through complex planning and implementation of initiatives

  • Strong written and verbal communication skills

  • Strong presentation skills

  • Strong project management skills

  • 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


  • MBA/Masters Degree

  • Operational experience (2 years)

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

Division: 81 Global Ops Strategy/Plng Dsgn

Function: Customer Svc Delivery / Cust Svc Solutions / Global Ops Strat Plang & Design

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled