Manager – Digital Personalization

Job overview and responsibilities

The Manager of Digital Personalization will support digital products and initiatives that drive a simplified, intuitive and personalized journey for United's customers across digital channels. Working with the Senior Manager of Digital Personalization, the Manager will execute personalized, machine-learning, data-driven, scalable initiatives that enable our digital content strategy in order to drive better experiences for our customers. The Manager will help expand United's personalization capabilities by overseeing and executing projects from end-to-end. The Manager will be comfortable managing across multiple disciplines and priorities and will work seamlessly with cross-functional teams including Technology, UX, Creative, Digital Products, Analytics and more. The Manager will be proficient with data analytics and machine learning, and will apply analytical and customer insights to inform business requirements and continuously improve customer experiences. This individual will be customer-centric and innovative with a passion for all things digital, and will act as an advocate for personalized experiences across the United digital experience.

• Executes projects from end-to-end by managing personalization intake from the enterprise and identifying new personalization use cases
• Determines and writes business requirements and user stories
• Works with cross-functional teams to deliver personalized experiences to our customers
• Collaborates with cross-functional internal teams and business stakeholders (Digital Products and Analytics, UX, Technology, Operations, Customer Experience, Marketing, Brand, Loyalty, Social, Sales, and more) and external vendors to launch personalized programs and partnerships
• Analyzes data to ensure features are aligned with product goals and objectives, and are delivering the most customer and business value
• Assists with creation of leadership-level presentations and reports in order to give visibility to recent accomplishments and showcase results
• Manages, recruits, mentors and participates in the career development of direct reports

United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates, and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status, and other protected status as required by applicable law.

Required

• BA/BS
• 4-8+ years relevant experience
• Proven ability to collaborate with technology partners to turn ideas into scalable solutions
• Proven background of implementing machine learning and personalization concepts
• Proven background in analytical disciplines
• Proven background with agile process and digital product development, including experience with writing requirements (user stories) involving multiple stakeholders
• Ability to think broadly, about how their work impacts the entire customer journey
• Passion for digital, personalization and a customer-first mindset
• Innovative mindset and willingness to test new concepts
• Contributes new ideas to stakeholders and to the team
• Ability communicate effectively with multiple stakeholders
• Ability to collaborate with and influence wide range of partners and stakeholders
• Excellent written and verbal communication skills
• Excellent presentation skills
• Excellent project management skills
• Excellent analytical skills
• Ability to adapt to changing business environment and priorities
• Ability to grow as a subject matter expert
• Ability to make decisions
• Proven solutions-oriented mindset and innovative thinker
• 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

Preferred

• Master's degree
• Experience with machine learning and/or personalization
• Experience with digital retail or e-commerce
• Experience with content management systems (CMS) or digital asset management systems (DAM)
• Familiarity with communications/marketing/advertising principles, and/or marketing technology
• Experience leading and inspiring a team

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