[Hiring] Senior Manager – Customer Identity & Access Management Operations @United Airlines

Role Description

Connecting People. Uniting the World. There’s never been a more exciting time to join United Airlines! 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.

We’re on a path to becoming the best airline in aviation history. Join our Cybersecurity and Digital Risk (CDR) team to help lead the industry in cyber safety, security and resilience. United's CDR team plays a critical role in protecting our operations by enabling secure and resilient systems, managing threats and vulnerabilities, and ensuring swift response and recovery. Our mission is to seamlessly embed cybersecurity and digital risk management into every aspect of our business.

The Senior Manager– Customer Identity and Access Management Operations is responsible for the operational aspects of our CIAM program platforms, ensuring seamless, secure, and effective management of the customer identity services. This role is crucial for maintaining the integrity and availability of United’s CIAM processes and technology, particularly focusing on:

• Incident, change, and problem management in accordance with ITIL frameworks.
• Providing oversight of our Operational support team for the program platforms.
• Contributing to the Identity and Access Management (IAM) vision and roadmap.
• Operational leadership for CIAM, including developing and implementing strategies to enhance operational aspects of the program.
• Leading and mentoring a team of operations specialists and engineers.
• Managing vendor relationship deliverables with Managed Service Providers (MSP).
• Stakeholder engagement and communication with other CIAM leaders, IT teams, and business units.
• Establishing and monitoring key performance indicators (KPIs) for operational efficiency.

Qualifications

• Bachelor's degree required, with preference for Science, Technology, or Engineering field.
• 5+ years of experience in STEM field, including at least 5 years in Identity and Access Management technologies.
• Operational leadership experience leading delivery and incident management teams.
• ITIL Process experience, particularly with incident, problem, and change management.
• Deep understanding of IAM technologies, controls, and best practices.
• Working knowledge of IAM principles in cloud-first environment.
• Understanding of PCI, SOX, EU-GDPR regulations for IAM.
• Ability to influence technology teams to deliver a frictionless identity experience.
• Experience influencing teams and stakeholders without direct authority.
• Coached individuals & leaders at multiple levels.
• Achieved objectives by contributing information and recommendations to strategic plans.
• Built relationships with stakeholders across all levels and departments.
• Excellent communication skills at all levels of organization.
• Must be legally authorized to work in the United States for any employer without sponsorship.
• Reliable, punctual attendance is an essential function of the position.

Requirements

• Advanced degree in Cybersecurity, Risk Management, Computer Science, Information management, or related field (Preferred).
• Experience with Ping suite of tools (Preferred).
• ITIL Certification, particularly ITIL Expert or Master (Preferred).

Benefits

• Medical, dental, vision, life, accident & disability insurance.
• Parental leave.
• Employee assistance program.
• Commuter benefits.
• Paid holidays and paid time off.
• 401(k) and flight privileges.