Sr Manager - Customer IAM Operations

United Airlines - Chicago, IL

Full-time - Senior

Chicago, IL

5,001-10,000 employees

Air Transportation

About the position

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 toward becoming the best airline in the history of aviation. Join our Cybersecurity and Digital Risk (CDR) team to help us also become the leading cyber-safe airline in the industry. United's CDR team is tasked with keeping our customers' and employees' information safe and secure. Our primary mission is to embed cybersecurity into the DNA of United Airlines by reducing business risk through implementation of strong cybersecurity best practices. United offers 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 and help us keep our airline cyber safe? Apply today!

Responsibilities

• Responsible for the operational aspects of the CIAM program platforms, ensuring seamless, secure, and effective management of customer identity services.
• Maintain the integrity and availability of United's CIAM processes and technology, focusing on incident, change, and problem management in accordance with ITIL frameworks.
• Provide oversight of the Operational support team for the program platforms.
• Contribute to the Identity and Access Management (IAM) vision and roadmap.
• Develop and implement strategies to improve operational aspects of the program by continuously evaluating approaches to reduce incidents and improve response times.
• Lead and mentor a team of operations specialists and engineers, managing vendor relationship deliverables with Managed Service Providers (MSP).
• Partner engagement and effective communication with other CIAM leaders, IT teams, and business units to ensure operational integration meets program objectives.
• Act as the primary operations contact for CIAM, providing updates and communications to partners at all levels.
• Establish and supervise key performance indicators (KPIs) for operational efficiency, incident management effectiveness, and alignment to United's customer identity standard.
• Report on metrics to provide clarity and drive improvements across CIAM operations.

Requirements

• Bachelor's degree in Science, Technology, Engineering, or a related field.
• 9+ years of experience in a STEM field, including at least 5 years in Identity and Access Management technologies, processes, and capabilities.
• At least 5 years of 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 including adaptive authentication, PKI, and passwordless technologies.
• Solid understanding of IAM principles in a cloud-first environment.
• Understanding of PCI, SOX, EU-GDPR regulations for IAM.
• Ability to influence technology teams to deliver a frictionless employee identity experience.
• Experience influencing teams and partners without direct authority.
• Coached individuals & leaders at multiple levels with demonstrable results.
• Achieved objectives by contributing information and recommendations to strategic plans, identifying trends, and motivating changes.
• Established relationships with partners across all levels and departments.
• Superb communication skills at all levels of the organization.
• Must be legally authorized to work in the United States for any employer without sponsorship.

Nice-to-haves

• Cybersecurity, Risk Management, Computer Science, Information Management background.
• ITIL Certification, particularly ITIL Expert or Master.

Benefits

• Parental leave
• 401k
• Space available travel privileges
• Employee-run Business Resource Group communities