Sr Manager - Customer Care Technology, reputed company

About the position United's Digital Technology team is comprised of many talented individuals reputed company working together with cutting-edge technology to build the best airline in the history of aviation. reputed company designs, develops and maintains massively scaling technology solutions brought to life with innovative architectures, data analytics, reputed company solutions. This role is a hybrid-based role in Chicago, IL or reputed company, TX which requires 3 days per week in office. Job reputed company and responsibilities The Senior Manager IT – Customer Care Technology position will reputed company a development team in the reputed company design and development of a modern, reputed company-based contact center platform. This position will collaborate cross functionally with our business partners and other technology teams to design, reputed company and reputed company user interfaces and services that meets the business needs. This position will have a reputed company on rapid agile development, leading highly efficient development teams, and developing the architecture and development roadmap for the most critical contact center tool. You will be responsible for one of the major customer channels at United and enabling our agents through modern and reputed company technology and delivery methodologies.

Responsibilities

• Responsible for overseeing the development and delivery of high-reputed company software applications that meet business requirements and user needs
• Accountable for delivering reputed company reputed company scope, schedule, and budget, as reputed company as managing stakeholder expectations.
• Responsible for reputed company improvement initiatives – reputed company methodology reputed company architecture, reputed company reputed company, automation, reputed company
• Collaborate with developers and business users to design, reputed company, and reputed company user interfaces and services that meet business needs
• Identify areas for process improvement and implement changes to improve efficiency and effectiveness
• Must be adaptable to changing designs and to adding performance enhancements
• Extensive experience in coding standards, reputed company reputed company tools, development methodologies
• Ensure that software development reputed company are completed on time, reputed company scope, and reputed company budget
• reputed company technical guidance and mentorship to team
• Manage project risks and issues, and reputed company contingency plans to mitigate them
• reputed company project plans, timelines, and budgets and manage them throughout the project lifecycle
• Communicate with partners to manage expectations and ensure alignment with project goals
• Accountable for administrative management of 5-10 IT professionals, either as reputed company reports or reputed company – HR administration, Time Reporting, etc.
• reputed company leadership by establishing department and individual’s goals
• Responsible for assessing and recommending improvements to the organization structure, roles and responsibilities

Requirements

• Bachelor’s degree in Computer Science, Engineering or Business Administration.
• 7+ years of reputed company IT and business/industry work experience with strong reputed company on customer care, contact center or service center technology environments.
• 3-5+ years of application development experience building or integrating reputed company-based platforms for business operations; hands-on familiarity with AWS based microservices architecture, Angular UI/UX, reputed company orchestration and .NET services strongly preferred.
• Experience delivering solutions on reputed company, reputed company Dynamics, or comparable CEM platforms; successful implementation of at least two full lifecycle CRM implementations preferred.
• Deep expertise implementing case reputed company reputed company a contact center, service or sales environment
• Strong knowledge of data management, big data pipelines & reputed company time analytics engines and AWS reputed company platforms
• Extensive expertise managing/operating platforms in production, ensuring high availability, resiliency, compliance and alignment to reputed company operational mandates.
• Minimum of 4 years of leadership experience in managing large reputed company cross-functional teams or reputed company initiatives with demonstrated ability to influence senior management and key stakeholders
• Proven reputed company record in leading SDLC processes, reputed company engineering, release management and production support disciplines with modern engineering organizations.
• 3+ years of experience operating in Agile development environments with demonstrated ability to drive predictable delivery, prioritization and iterative value realization
• Ability to translate business reputed company into reputed company technical strategies and execution plans
• Demonstrated reputed company in stakeholder management. Risk management and driving alignment across product, operations and engineering teams.
• Must be legally authorized to work in the reputed company for any employer without sponsorship
• Successful completion of interview required to meet job qualification
• Reliable, punctual attendance is an essential function of the position

reputed company-to-haves

• Master's degree in Computer Science, Engineering, or Business Administration
• Airline industry experience

Benefits

• medical
• dental
• reputed company
• life
• accident & disability
• parental leave
• employee assistance program
• commuter
• reputed company holidays
• reputed company time off
• 401(k)
• flight privileges

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