Sr Manager - Customer Care Technology, Salesforce Cloud & Angular

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About the position

United's Digital Technology team is comprised of many talented 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. This role is a hybrid-based role in Chicago, IL or Houston, TX which requires 3 days per week in office. Job overview and responsibilities The Senior Manager IT – Customer Care Technology position will lead a development team in the continued design and development of a modern, cloud-based contact center platform. This position will collaborate cross functionally with our business partners and other technology teams to design, develop and integrate user interfaces and services that meets the business needs. This position will have a focus 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 scalable technology and delivery methodologies.

Responsibilities

  • Responsible for overseeing the development and delivery of high-quality software applications that meet business requirements and user needs
  • Accountable for delivering projects within scope, schedule, and budget, as well as managing stakeholder expectations.
  • Responsible for continuous improvement initiatives – standard methodology scalable architecture, code quality, automation, security
  • Collaborate with developers and business users to design, develop, and integrate 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, code quality tools, development methodologies
  • Ensure that software development projects are completed on time, within scope, and within budget
  • Provide technical guidance and mentorship to team
  • Manage project risks and issues, and develop contingency plans to mitigate them
  • Develop 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 direct reports or sourced – HR administration, Time Reporting, etc.
  • Provide 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 progressive IT and business/industry work experience with strong focus on customer care, contact center or service center technology environments.
  • 3-5+ years of application development experience building or integrating cloud-based platforms for business operations; hands-on familiarity with AWS based microservices architecture, Angular UI/UX, Lambda orchestration and .NET services strongly preferred.
  • Experience delivering solutions on Salesforce, Microsoft Dynamics, or comparable CEM platforms; successful implementation of at least two full lifecycle CRM implementations preferred.
  • Deep expertise implementing case management solutions within a contact center, service or sales environment
  • Strong knowledge of data management, big data pipelines & real time analytics engines and AWS cloud platforms
  • Extensive expertise managing/operating platforms in production, ensuring high availability, resiliency, compliance and alignment to enterprise operational mandates.
  • Minimum of 4 years of leadership experience in managing large scale cross-functional teams or complex initiatives with demonstrated ability to influence senior management and key stakeholders
  • Proven track record in leading SDLC processes, quality 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 outcomes into clear technical strategies and execution plans
  • Demonstrated success in stakeholder management. Risk management and driving alignment across product, operations and engineering teams.
  • 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

Nice-to-haves

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

Benefits

  • medical
  • dental
  • vision
  • life
  • accident & disability
  • parental leave
  • employee assistance program
  • commuter
  • paid holidays
  • paid time off
  • 401(k)
  • flight privileges
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About United Kingdom

The United Kingdom is an island nation located on the northwest coast of Europe. The United Kingdom includes the entire island of Great Britain, which includes England, Wales, and Scotland, as well as the northern part of the island of Ireland. The name Great Britain is sometimes used to refer to the United Kingdom as a whole. The capital is London, which is one of the business, financial, and cultural centers of the world. Other major cities are Birmingham, Liverpool, and Manchester in England, Belfast and Londonderry in Northern Ireland, Edinburgh and Glasgow in Scotland, and Swansea and Cardiff in Wales.

Common Interview Questions

  • Tell me about yourself.
  • Walk me through your resume.
  • How did you hear about this position?
  • Why do you want to work at this company?
  • Why do you want this job?
  • Why should we hire you?
  • What can you bring to the company?
  • What are your greatest strengths?
  • What do you consider to be your weaknesses?
  • What is your greatest professional achievement?
  • Tell me about a challenge or conflict you’ve faced at work, and how you dealt with it.
  • Tell me about a time you demonstrated leadership skills.
  • What’s a time you disagreed with a decision that was made at work?
  • Tell me about a time you made a mistake.
  • Tell me about a time you failed.
  • Why are you leaving your current job?
  • Why were you fired?
  • Why was there a gap in your employment?
  • Can you explain why you changed career paths?
  • What’s your current salary?
  • What do you like least about your job?
  • What are you looking for in a new position?
  • What type of work environment do you prefer?
  • What’s your work style?
  • What’s your management style?
  • How would your boss and coworkers describe you?
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  • What do you like to do outside of work?
  • Are you planning on having children?
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  • How do you prioritize your work?
  • What are you passionate about?
  • What motivates you?
  • What are your pet peeves?
  • How do you like to be managed?
  • Do you consider yourself successful?
  • Where do you see yourself in five years?
  • How do you plan to achieve your career goals?
  • What are your career aspirations?
  • What’s your dream job?
  • What other companies are you interviewing with?
  • What makes you unique?
  • What should I know that’s not on your resume?
  • What would your first few months look like in this role?
  • What are your salary expectations?
  • What do you think we could do better or differently?
  • When can you start?
  • Are you willing to relocate?
  • How many tennis balls can you fit into a limousine?
  • If you were an animal, which one would you want to be?
  • Sell me this pen.
  • Is there anything else you’d like us to know?
  • Do you have any questions for us?

Educational Qualification

Candidates Who Have Passed Graduate or its Equivalent from a Recognized Board or University Are Eligible For this recruitment. Kindly check the Official Notification for more qualification details. Notification Link Is Given Below.

Document Required

Required Documents for This recruitment: Candidate should have these documents before applying online. Candidates are suggested to read the official notification before applying.

  • Qualification certificate with mark sheets.
  • Passport size photographs.
  • Signature.

How to Apply

All the eligible candidates can apply for this job as mentioned below:

  • Read official notification carefully from the official website.
  • Read notification carefully before applying.
  • Fill the application form (link is given below).
  • Attach required documents and passport size photo with signature.
  • Then submit. Done.