Manager - Customer Operations Analysis

3 weeks ago

Gurgaon, Haryana, India United Airlines Full time


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Customer Experience & Analytics

The Customer Experience & Analytics team empowers stakeholders with timely and relevant data driven insights to help run a more customer centric and dependable airline

Job overview and responsibilities

United Airlines' Operations Analysis department is responsible for operational factors and supporting future schedule development to ensure customer satisfaction and network reliability (completed flights that depart and arrive on time). The key objectives are to improve performance by conducting analyses on operational and customer factors which include flight times, delay insights, customer journey, bags, air traffic control, aircraft maintenance and routing, ground time, airport staffing, airport congestion and construction, fuel utilization, irregular operations, etc.

The Manager will lead the Operations Analysis team in India Knowledge Center to provide analytical support to United leadership with the goal of enabling better operational decisions that improve customer NPS, flight completion rate, on-time performance, delay drivers and cost. The team will also support story boarding, data engineering, new tool development, KPI design, dashboard creation and automation for operational leaders and groups of United.

Provides leadership to a 2-4 member team (analysts)Provide analytical support to leadership on day-to-day functions that helps them make data driven decisions and answer key questions from the eTeamDesign meaningful metrics that indicate operational health and inform operational decisionsBuild high-quality story decks, dashboards, tools and reports for leadership, eTeam, front-line management, and individual business teams throughout the organizationAutomate existing manual reports and processes to improve throughputDocument the data landscape, maintain an inventory of reports, and plan for report consolidation, elimination, and/or improvementCurate tables and views that serve as the "single source of truth" for United's reliability dataContinuously interface with various business groups throughout operations and customer teams to understand organizational needs and design solutions

This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded.



Qualifications

Required

Bachelor's degree in computer science, information sytems, engineering, or another quantitative field (i.e. mathematics, statistics, economics, etc.)At least 6+ years experience in business intelligence, analytics, and/or data engineeringDeep understanding of data structures, relationships, and efficient transformationsFamiliarity with all parts of the data ecosystem -- acquisition, engineering, storage, management, analysis, visualization, and deploymentKnowledge and application of data visualization best practicesManagement of a teamProven comfort working with massive data setsProficiency writing complex queries and procedures using both traditional and modern technologies/languages (i.e. SQL, Python, Spark, etc.)Data visualization skills using one or more reporting tools (i.e. Spotfire, Tableau, ggplot2, Amazon Quick View, etc.) to produce meaningful, elegant dashboardsAbility to learn what a business team does, then design a data/technology solution that connects business processes with quantifiable outcomesMust be legally authorized to work in India for any employer without sponsorshipMust be fluent in English and Hindi (written and spoken)Successful completion of interview required to meet job qualificationReliable, punctual attendance is an essential function of the position

Preferred

Master's degree preferredAt least 1 year experience in a leadership/supervisory role preferredAirline experience or knowledge of airline operations preferredKnowledge of airline business and airline operationsExposure to statistical and analytical methods preferredEqual Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT

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