Manager - Digital Operations

What’s needed to succeed (Minimum Qualifications):

• Bachelor's degree
• Quantitative discipline such as Computer Science, Mathematics, Statistics, Economics, Engineering, Operations Research, Business Administration, or a related field is preferred
• 4+ years of experience in data analytics
• Demonstrated leadership skills with the ability to articulate a vision, inspire and support the team to achieve it
• Strong collaboration skills with cross-functional teams
• Expertise in BI dashboard creation using tools like Power BI, Tableau, or Phyton tooling, to deliver insightful and visually appealing dashboards
• Advanced proficiency in SQL and data modeling
• Adept at aligning business needs with data and technology metrics to achieve organizational objectives
• Excellent problem-solving abilities, leveraging data for decision-making
• Superior writing, communication, and presentation skills
• Self-motivated with the capability to manage multiple projects simultaneously and deliver results
• 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

What will help you propel from the pack (Preferred Qualifications):

• Master's degree or Relevant certifications such as Google Data Analytics Professional Certificate, Power BI Data Analyst Associate, or AWS Certified Data Analytics
• Experience driving collaboration among teams
• Strong understanding of JIRA
• Digital retail experience
• Airline or travel industry experience
• Proficiency in developing self-service dashboards with Power BI/Tableau
• Experience with AWS services like Redshift, Athena, Aurora
• Exposure to programming and data processing languages like Python, Spark R
• Experience working with Quantum Metric, Big Query, or Dynatrace

Job overview and responsibilities
 
The role of Manager - Digital Operations team is essential in enhancing our customer’s digital experience. As a Manager of Digital Insights, you will be tasked with generating high-quality, actionable insights that identify customer friction through success and errors. You will also build and sustain strong relationships with the Digital Operations Center (DOC) team and key stakeholders to support the areas we serve.

• Data Analytics and Reporting
• Lead the team to enhance customer experience and operational efficiency through accuracy and reliability of data collection, analysis, and instrumentation all to support customer critical flows on united.com and the United mobile app
• Create and manage a suite of self-service real-time dashboards, ensuring they are accurate, consistent, and readily available
• Apply best practices in data visualization and reporting to improve user experience and the value of insights
• Collaboration and Stakeholder Partnership
• This role will work with the business, product management, and development teams to better understand/maintain customer features and enhancements across critical flows, like Booking, Check-in, Pre-order meals and the like
• Work collaboratively with teams across Digital Technology and other departments for alignment on data related to successes and errors that impact business KPIs
• Communicate insights and recommendations effectively to DT leadership and other key stakeholders
• Leadership and Management
• Lead and guide a team of analysts and developers
• Mentor and develop team members, providing guidance on technical skills, best practices, and career growth opportunities
• Establish department and individual goals
• Assess and recommend improvements to the organization structure, roles and responsibilities
• Participate in future strategy, goals, objectives, and operational performance
• Create and maintain a high performance by interacting and mentoring
• Tools and Architecture
• Work closely with the DOC team developers for continuous improvement towards a custom predictive real-time ingestion engine that support BI tools
• Manage the deployment and upkeep of Power BI workspaces and SQL scripts that convert error and success logs into actionable insights
• Ensure seamless integration of BI solutions with current systems and data sources
• Keep abreast of industry developments, tools, and best practices in BI and data analytics
• Process Management
• Develop and maintain the observability strategy for customer channels including instrumentation, monitoring & response processes
• Lead standardization around errors and governance for instrumentation
• Own the intake and discovery process as it pertains to event and alert creation and project requests
• Plan project staffing, forecast budget, and communicate progress to senior IT and Business leadership