Product Owner - Information Technology

United Airlines

Full-time - Mid Level

Hybrid

5,001-10,000 employees

Air Transportation

About the position

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. United's 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.

Responsibilities

• Supervises the strategic and operational technology for Premium Services and airport lounges.
• Plans and delivers on new solutions which improve the customer experience and operations.
• Develops strategies for functionality based on full understanding of specific business functions, considering all associated business and technical dependencies.
• Collects feedback from frontline staff, prioritizes business needs, and coordinates technology development in a dynamic environment.
• Drives agile development and testing teams by creating detailed requirements in the form of user stories and setting clear expectations from inception to delivery.
• Owns deadlines and removes roadblocks to deliver on-time and within budget.
• Facilitates discussions needed for systematic updates to deliver product value based on high-level knowledge of system architecture.
• Possesses deep knowledge of product management, human-centered design, modern software development, and industrial engineering techniques to optimize technology use by global operations teams.
• Evaluates the product and delivery model with standard processes from leading brands.
• Defines the vision and strategic direction for DT services and solutions within Premium Services and Airport Lounges.
• Outlines a short-term and long-term roadmap with alignment across Commercial, Operations, Technology, Finance, and Procurement.
• Finds opportunities for improvement across product, process, and team.
• Analyzes data to ensure features are aligned with product goals/objectives and delivering the most business value.
• Gathers and prioritizes requirements from business collaborators, customers, and frontline alike to enhance the lounge experience.
• Conducts on-site observations and evaluations of products at airports to identify solutions to increase efficiency, generate revenue, and improve customer and agent experiences.
• Supports the airport team in deployments, testing, and solving issues, facilitating training and providing clear documentation for success.
• Stays on top of emerging technologies and trends that could impact or benefit lounge operations and customer experience.
• Uses data and consumer research to advise strategic direction and build cases for new development.
• Influences business by storytelling with excellent verbal updates and visual presentations.
• Works with business collaborators to ensure business requirements are translated into accurate, actionable user stories.
• Collaborates with User Experience (UX) analysts to ensure prototypes convey story intent.
• Manages a story backlog to ensure readiness of user stories for the upcoming sprint and creates clear, concise, and actionable acceptance criteria.
• Provides project support during release and implementation periods.
• Supervises the entire product delivery lifecycle, ensuring adherence to standard processes and incorporating service design, usability, delivery, transition, and support.
• Tracks revenue generation and customer experience of solutions to prove benefits from recent releases.
• Identifies quick wins to enhance existing implementations by managing scope and identifying proper technology partners to improve return on investment.

Requirements

• Bachelor's Degree in Computer Science, Business, Engineering, or relevant field is required.
• 4-5 years product or customer experience management required.
• Product Management of a customer-facing software solution.
• Modern software development processes, standards, and delivery model.
• Agile & Scrum knowledge.
• Writing Business/System requirements and user stories and managing a product backlog.
• Competitive Benchmarking.

Nice-to-haves

• 2-3 years of customer facing software development experience.
• 2-3 years in business analyst, operations, or continuous improvement experience.
• Prior Experience in Airport Operations and an understanding of how United Operations work.
• Prior Experience in Hospitality and providing premium experiences to customers.
• Jira, Confluence, Figma, ServiceNow, Miro or related product management tools.

Benefits

• Parental leave
• 401k
• Space available travel privileges