Managing Director - IT Revenue and Customer Systems

Managing Director

It Revenue & Customer Systems

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Description

The Managing Director

IT Revenue & Customer Systems is accountable for the strategy, delivery, and 24x7 operational health of United's revenue critical and customer servicing technology platforms that enable shopping, pricing, booking, ticketing, payments, loyalty, servicing, and contact center operations. This role owns the end-of-the-end lifecycle of these tier 1 systems including the modernization, engineering delivery, production stability, incident leadership, and continuous improvement. This leader is also responsible for making platforms secure, resilient, scalable, and compliant. The position partners with senior leaders across Customer, Sales, and Revenue Management to translate business outcomes into an integrated technology roadmap with measurable value and reliable execution. The leader directly supports the Chief Commercial Officer and his staff's business roadmap, and the corresponding technology enables us to fulfill the commercial teams' goals. The Managing Director leads a large, matrixed organization of approximately 100200 technology professionals (employees and contractors) and drives disciplined governance across delivery, reliability, financial stewardship, and vendor performance.
Strategic Leadership and Execution

Define and execute the long-term technology strategy for United's Revenue systems, aligned with enterprise growth, revenue, and customer experience objectives.
Own the integrated roadmap across commercial platforms including sequencing, dependencies, and measurable outcomes.
Drive modernization of legacy capabilities toward scalable, API enabled, cloud ready architectures aligned to enterprise standards.
Enterprise Partnership & Collaboration

Serve as the senior technology partner and escalation point for the Chief Commercial Officer and his officer level staff members.
Lead prioritization and investment tradeoffs across competing demands; ensure transparent decisions, capacity planning, and predictable delivery commitments.
Drive alignment across Product, Engineering, Operations, and enterprise teams to deliver integrated business/technology roadmaps.
Technology Delivery & Innovation

Oversee end-to-end delivery of digital platforms and tools supporting the key business areas.
Champion agile best practices to enable high-quality, rapid delivery of software and enhancements.
Promote continuous improvement, innovation, and use of emerging technologies (e.g., AI/ML, mobile, automation) to drive operational efficiency and customer satisfaction.
Risk Management & Compliance

Ensure all systems comply with security, privacy, financial and international regulatory standards, and requirements.
Proactively identify, assess, and mitigate risks across reliability, security, revenue protection, and business continuity dimensions.
Drive governance and audit readiness and disaster recovery for all supported systems.
Team Leadership & Culture

Build, lead, and develop a high-performing technology organization across engineering, product, delivery, and operations.
Foster a culture of accountability, innovation, inclusion, and execution excellence.
Drive employee engagement through clear expectations, development opportunities, and recognition of achievement.
Business Transformation & Value Creation

Identify and drive digital transformation initiatives that modernize legacy systems, eliminate manual processes, and create measurable business value.
Develop business cases and performance metrics to evaluate the effectiveness and ROI of technology investments.
Serve as a thought leader and change agent, influencing business partners and senior leadership on the strategic use of technology.
This role is hybrid to Chicago.
Qualifications

What's needed to succeed (Minimum Qualifications):

Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field. 10+ years of relevant technology experience including implementing and managing large complex platforms, programming projects, and leading technology organizations. Expertise in: large high throughput technology platforms. The design and delivery of high-performance technology systems. Cloud technologies. Understanding and prior ownership of reliability, resiliency, and observability for tier one applications. Demonstration of a role where subject matter expertise of multiple business areas is required in order to guide teams and create cross functional viewpoints. Awareness of applicable airline industry standards and regulations. Must have worked within a multi-disciplined, cross-functional technical organization with matrixes reporting relationship. Must be legally authorized to work in the United States for any employer without sponsorship. Successful completion of interviews 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. Demonstrates an understanding of the capabilities and limitations of generative AI tools and effectively leverages them to support research, analysis, content creation, and problem-solving. Applies critical thinking to validate AI-generated outputs while adhering to organizational policies for responsible AI use, data privacy, and security.