Director - Digital Personalization & Content

There’s never been a more exciting time to join United Airlines. We’re on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly, and we can only do that with a truly diverse and inclusive workforce. And we’re growing – in the years ahead, we’ll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy, and well-traveled. From employee-run "Business Resource Group" communities to world-class benefits like parental leave, 401k, and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?

We believe that inclusion propels innovation and is the foundation of all that we do. Uniteds Digital Technology team spans the globe and is made up of diverse individuals all working together with cutting-edge technology to build the best airline in the history of aviation. Our team designs, develops and maintains massively scaling technology solutions brought to life with innovative architectures, data analytics, and digital solutions.

Uniteds Personalization and Recommendation team focuses on providing contextually relevant offers and messages using AI/Machine Learning-backed products for all United customers. By powering personalized, omni-channel experiences, we strengthen engagement, uncover insights into customer behavior, and drive growth. The Director of Personalization leads the delivery strategy efforts and plans, designs, develops, and launches products that power personalized experiences on all digital channels. This role also sets the strategy for Uniteds Contextual Offers and Content Management System. You will work closely with data science, engineering, UX, and product managers.

This role is Hybrid out of Chicago or Houston.

• Develop and adapt a multi-year application development strategy in line with corporate and IT goals.
• Identify new strategic IT capabilities.
• Stay informed of business strategy and performance and understand business processes to recommend IT improvements.

• Communicate strategy, goals, and measurable components to senior IT and Business leadership to drive success and accountability across the organization.
• Establish and maintain strong business relationships with senior and operating-level business leaders to successfully deliver business results and technology solutions.
• Educate business partners on roles, responsibilities, processes, and work required to deliver new technology solutions optimally.

• Lead and supervise projects to ensure delivery of work requests and projects are within the committed budget, on schedule, and the quality of individual projects meets the overall department performance goals.
• Act as the point of contact and facilitate the work request demand and prioritization process. Advance, assist, and follow through on resolving issues related to the delivery of technology solutions.
• Aligning with business partners on delivery success criteria and ensuring technology solutions follow architectural standards software development teams, ensuring security and quality in deployments. Ownership of the budgets and drive application transformation through new technologies.
• Develop business case updates to support overall IT performance metrics, monthly project status reporting, and quarterly resource planning reviews.
• Identify needs and secure commitments from internal and external service providers. Integrate project initiatives with other software applications.
• Advance and assist in resolving issues related to technology solution delivery.

• Empower, mentor, and develop team members.
• Establish department and individual goals, including performance reviews and career and performance plans.
• Responsible for developing and maintaining an overall sourcing plan that includes creative sourcing options and alternatives to ensure supply capacities meet work demand, the roles and skills required, and cost objectives.
• Assess and recommend improvements to the organizational structure, roles, and responsibilities.
• Serve as a point of contact for IT demand prioritization.

United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL those boxes! We are always looking for individuals who will bring something new to the table!

• Bachelor’s degree.
• 10+ years of relevant experience.
• 7+ years of application development experience.
• 5+ years of management experience in an IT or leadership-related role Requires advanced technical and business knowledge in software development life cycle, quality assurance, project management, and other related subject areas/processes.
• Experience with cloud delivery.
• Experience with REACT, HTML, JavaScript, .net, and document databases required.
• Experience with Agile development.
• In-depth understanding of application development processes, methodologies, and lifecycle management.
• Familiarity with emerging technologies, including cloud services, software architecture, and cybersecurity practices.
• Experience with database management, enterprise software applications, and integration platforms.
• Strong grasp of business operations and the ability to translate business needs into IT solutions.
• Knowledge of financial principles to lead budgets, forecast costs, and deliver efficient solutions.
• Ability to develop and present business cases to senior management and partners.
• Excellent communication skills to effectively collaborate closely with technical teams and business leaders.
• Ability to build positive relationships with internal and external partners, vendors, and service providers.
• Collaboration skills to work across different departments and cultivate a team-oriented environment.

• Master’s degree.
• Experience in application development delivery of med-large scale projects/programs.
• Experience in Technical Operations, Supply Chain, and/or airline technology experience is a plus.

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. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact JobAccommodationsunited.com to request accommodation.