United Airlines

Manager - Customer Operations Analysis

United Airlines - Posted 1 year ago
$74k-92k/year  + Equity
*high salary
*Based on 0 Airline Customer Service salary records


Gurgaon, HR

Airline Customer Service
Company size
84k employees

Airline Customer Service Job description

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 storyboarding, 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 help them make data-driven decisions and answer key questions from the eTeam
  • Design meaningful metrics that indicate operational health and inform operational decisions
  • Build high-quality story decks, dashboards, tools and reports for leadership, eTeam, front-line management, and individual business teams throughout the organization
  • Automate existing manual reports and processes to improve throughput
  • Document the data landscape, maintain an inventory of reports and plan for report consolidation, elimination, and/or improvement
  • Curate tables and views that serve as the "single source of truth" for United's reliable data
  • Continuously 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.



  • Bachelor's degree in computer science, information systems, engineering, or another quantitative field (i.e. mathematics, statistics, economics, etc.)
  • At least 5+ years of experience in business intelligence, analytics, and/or data engineering
  • Deep understanding of data structures, relationships, and efficient transformations
  • Familiarity with all parts of the data ecosystem - acquisition, engineering, storage, management, analysis, visualization, and deployment
  • Knowledge and application of data visualization best practices
  • Management of a team
  • Proven comfort working with massive data sets
  • Proficiency in 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 dashboards
  • Ability to learn what a business team does, then design a data/technology solution that connects business processes with quantifiable outcomes
  • Must be legally authorized to work in India for any employer without sponsorship
  • Must be fluent in English and Hindi (written and spoken)
  • Successful completion of interview required to meet job qualification
  • Reliable, punctual attendance is an essential function of the position


  • Master's degree preferred
  • At least 1-year of experience in a leadership/supervisory role preferred
  • Airline experience or knowledge of airline operations preferred
  • Knowledge of airline business and airline operations
  • Exposure to statistical and analytical methods preferred

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